About role
The Mobile Telephony Team Manager is accountable for leading the mobile telephony/expense team and for analysing, governing, optimising, and improving global mobile telephony services, costs, usage, vendor performance, policy compliance, and reporting.
The role provides specialist insight into mobile billing, tariffs, roaming, device and SIM usage, supplier charges, policy adherence, user behaviour, and cost-saving opportunities. It ensures mobile telephony remains commercially controlled, operationally effective, and aligned to business needs.
The Mobile Telephony Team Manager will work closely with Workplace Technology Services, IT Service Management and Operations, Finance, Procurement, HR, Security, regional stakeholders, mobile carriers, managed service providers, and end-user support teams to improve telecoms governance, reduce waste, strengthen the employee experience, and ensure the team is operating with clear priorities, quality standards, and accountability.
Key Accountabilities
1. Team Leadership and People Management
Lead the mobile telephony/expense team to deliver consistent operational performance, strong service outcomes, accurate reporting, and measurable cost optimization.
Responsibilities include:
• Provide day-to-day leadership, direction, coaching, and performance management for team members.
• Set clear team priorities, service standards, workload expectations, and delivery outcomes.
• Create a culture of accountability, accuracy, customer service, commercial awareness, and continual improvement.
• Develop team capability through training, knowledge sharing, mentoring, process guidance, and practical coaching.
• Manage team workload, capacity, risks, dependencies, escalations, and operational priorities.
• Ensure team activity is measured, reported, and aligned to business needs, cost-control objectives, and employee experience outcomes.
• Hold regular team reviews to track service quality, billing issues, savings actions, supplier escalations, policy exceptions, and improvement progress.
• Support recruitment, onboarding, objective setting, succession planning, and performance development where required.
2. Mobile Telephony Ownership and Operational Governance
Own the day-to-day governance and control of mobile telephony services across the global estate.
Responsibilities include:
• Maintain clear visibility of mobile services, users, numbers, SIMs, devices, tariffs, billing profiles, and supplier arrangements.
• Ensure mobile telephony processes are documented, controlled, and consistently executed across regions and support teams.
• Support governance of mobile onboarding, changes, transfers, suspensions, cancellations, and leavers processes.
• Ensure mobile telephony data remains accurate, complete, and aligned with user, cost centre, regional, and service records.
• Act as a specialist escalation point for mobile usage, billing, supplier, policy, and service issues.
• Identify control weaknesses and drive corrective actions to improve operational discipline.
3. Data Analysis, Insight and Reporting
Use mobile telephony data to identify trends, risks, savings, anomalies, and improvement opportunities.
Responsibilities include:
• Conduct regular analysis of mobile usage, roaming, billing, device, SIM, and tariff data.
• Identify patterns, anomalies, inactive services, excessive usage, duplicate charges, and cost leakage.
• Create clear reporting that translates complex usage and billing data into practical insight and action.
• Provide regular reporting to IT, Finance, Procurement, business stakeholders, and service leadership.
• Track savings opportunities, actions, benefits, exceptions, and performance trends.
• Improve data quality, reporting automation, and dashboarding where appropriate.
4. Cost Optimization and Commercial Control
Drive sustainable reduction of mobile telephony cost while protecting service quality and user needs.
Responsibilities include:
• Identify and deliver mobile…