Provisioning Manager / Service Implementations

Provisioning Manager / Service Implementations

A multi award winning converged technology infrastructure provider is looking for an experienced Service Implementation Manager to join their innovative, talented and highly driven team.

** Our client is looking for an experienced individual from Telecoms, Communications, Cloud based sectors **

Based in beautiful Central London offices, this is an involved and challenging role with significant opportunity for skills development and career progression. This company offers employees an extensive benefits package and is a great opportunity to work within a fun and highly sociable environment.

Duties and Responsibilities

• Provide excellent customer service at all times whilst operating within company and Customer Services departmental guidelines and constraints. Ensuring data protection and customer privacy is followed in all circumstances.

• Ensure successful Service Delivery of all new and on-going services adhering to the organisations SLA’s and ensuring that Suppliers meet their SLA, communicating escalations where needed.

• To provide administration backup and conduct all necessary tasks associated with the connection, upgrade and maintenance of customer’s orders in a timely and appropriate manner.

• Take ownership for post-sales activities for all services in partnership with the customer, technical teams, suppliers and account managers.

• Consider the customer’s unique circumstances and take responsibility to arrive at a solution together that satisfies the customer; taking ownership of the customer’s reason for contact.

• Accurately document all work carried out, including updating of electronic as well as paper customer files.

• To be fully developed in the use of appropriate operating systems, policies and procedures and attend training and update sessions as required.

• Participate in customer, team and departmental meetings as required.

Required Competencies

• Substantial and relevant experience of delivering IT services and solutions, particularly relating to provisioning within telecoms (e.g. BT, Virgin, Talk Talk, Colt)

• Deep and broad understanding of the IT service industry

• Prior exposure to working with clients in the Internet sector

• Proven project management experience in the IT Service Industry

• The ability, through credibility and expertise, to secure substantial customer engagements and drive the growth agenda

• Good client facing and client management ability with highly-developed communication and conflict-management skills

• Comprehensive understanding of project life-cycles relating to Internet service provision, IT infrastructure, and the hosting environment.

• Service Management skills including understanding of SLAs, KPIs and a broad understanding of change management and risk management processes

• Tactically astute with a controlled sense of urgency

• Prince2 Practitioner or equivalent is highly desirable