About The Role
Essential duties and responsibilities
- Update systems and tools with accurate information to allow solutions to be built right first time and to allow other areas of the business the ability to support our customers.
- Input into the production of a weekly and monthly Service Delivery WIP Reporting: progress against monthly delivery targets, delivery schedule of all orders in progress, problem orders, etc.
- Manage any change requests for orders in progress with Sales Support function and, if needed, Solution Architects, gaining appropriate customer approval and ensuring any additional costs are approved and charged.
- Identify any area of risk to order progression and liaise and escalate in accordance with team processes ensuring risks and escalations are understood, communicated and minimised
- To ensure that all orders are handed over to both the customer and support function in a timely and effective manner
- Work closely with suppliers in ensuring the timely delivery of 3rd party services and manage any jeopardy situations, like Telco wayleaves, council permissions, excess charges, etc.
- Support the Project Managers on major projects maintaining project documentation where required, such as RAID Logs, WIP and Highlight reports.
- Attend Project Kick off, Project Review, and Project Closure Meetings where required.
- Work with the Service Managers to build strong relationships with Service Managed customers, act as customer champion for Service Delivery and attend Service Reviews where required.
- Manage or work on internal projects as required.
Teams to collaborate with
- Customer Experience and Managed Services - ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions.
- Customer Success and Growth - ensure that the portfolio is up to date, meets customer needs and enables cross and up selling. Agree Portfolio Mix, Volumes and Targets to ensure alignment.
- Finance and Corporate Development - contribute to the budget process for portfolio and propositions development.
- HR and People - support recruitment and learning and development strategies to develop industry leading product and service offerings.
About You
Behavioural competencies - organisational and behavioural fit
- Exceptional customer facing skills
- Confident, proactive, hardworking and flexible
- The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload
- Proven written and oral communication skills including excellent telephone skills
- Ability to work as part of a team, with a flexible approach to work and willingness to learn
- Excellent interpersonal skills in communicating with staff at all levels of seniority both internally and customer facing, with the ability to form strong working relationships
- The ability to work without close supervision in a fast-paced environment with tight deadlines
Critical competencies - technical fit
- Substantial experience of providing high level project administrative support or administrative support in an IT services environment
In addition, the following are highly desirable:
- ITIL v4 and Project Management knowledge desirable
- Demonstrable commercial understanding/acumen
- Educated to NVQ level 4, degree/HND or equivalent qualification/experience