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