your-next-role

New: Service Delivery Manager – Milton Keynes

We are seeking an experienced Service Delivery Manager to join a fast growing business!

Our client is a Systems Integrator who help global organisations design deploy and install telco products and services.

They are looking for an individual to act as a Service Delivery Manager to dedicated clients. You will also have to help build up their Managed Service proposition.

What we need from you:

  • Experience of managing Network Customers
  • Avaya/Voice experience

Our client is offering a competitive salary of up to 50k.

If you are a Service Delivery Manager who fits this description we urge you to get in touch today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

your-next-role

New: Service Delivery Manager – Leeds

We are seeking an experienced Service Delivery Manager to join a fast growing business!

Our client is a Systems Integrator who help global organisations design deploy and install telco products and services.

They are looking for an individual to act as a Service Delivery Manager to dedicated clients. You will also have to help build up their Managed Service proposition.

What we need from you:

  • Experience of managing Network Customers
  • Avaya/Voice experience

Our client is offering a competitive salary of up to 50k.

If you are a Service Delivery Manager who fits this description we urge you to get in touch today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

your-next-role

New: Voice Architect – Central London

Title: Voice Architect

Salary: Up to £60,000

Locations: Central London

Client: Our client pioneers an innovative high speed internet service which provides clients with the optimum network solutions. They are an independent telecommunications carrier who do not tie to relationships with single suppliers, because of this they are able to create bespoke solutions that will allow each individual client to have flexibility in whatever they need.

They believe in doing everything possible to ensure their clients receive a level of service that they won’t experience anywhere else.

Role Overview:

Our client is rapidly expanding and because of this they are looking to build out their services that they can offer. Because of this they are looking to build an in house SIP platform to be based on Oracle hardware.

In this role you will be responsible for the design, delivery, implementation and sales success of our client’s voice proposition. The voice proposition will ideally be focused on SIP and hosted voice applications (VoIP) rather than mobile or traditional voice.

The Voice Architect will work with 3rd party contractors and internal resources to deliver a world class voice solution that our client can sell to existing and new customers.

The candidate that they are looking for will ideally be very knowledgeable about the voice industry, products available, and competitor landscape. This knowledge will be used to ensure the product design and subsequent sales effort is quick and thorough to ensure customer experience and uptake is maximised.

You will be required to:

  • Prepare and Oversee design, build and go to market strategy for the voice service
  • Oversee rollout of solution and lease with business heads to ensure lead times and expectations are met
  • Legal, Cost an process documents are created and held within the specific departments
  • Create a training programme for all other teams in the business
  • Weekly reports to the Sales Director
  • Work with the marketing team to develop for to market strategies and support with technical documentation and information to support the plan
  • Maintenance and upkeep once the platform is implemented

Skills and Desirable:

Within this role you will be expected to have:

  • A proven ability to manage projects and deliver to targets
  • Ability to design and create products for consumption by a sales team
  • The ability to scope projects to the development team
  • A proven track record in delivering against targets and deadlines

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Service Delivery Manager, Up to £55k – London

Title – Service Delivery Manager

Location – London

Salary – Up to £55k + benefits

Client – Our client is a multi-award winning Cisco solutions provider and Gold Partner. Established in 1992 and based in central London with offices globally, it delivers tangible business outcomes for clients in locations all over the world. They are an energetic, fast moving, rapidly growing and highly skilled technology company. They will soon open their own international offices in New York and Sydney. They are totally devoted and committed to delivering the ultimate technology solutions and client service.

Role – Our client’s Managed Services are delivered via a designated Service Delivery Manager (SDM) who plays a pivotal role in the management and services our clients receive. They act as a client’s representative internally as well as a single point of contact and control for the delivery of all contracted offerings.

The SDM acts as a conduit within our client’s organisation ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews to highlight any breeches in Service Level Agreements and initiating Improvement plans as part of Continual Service Improvement.

They are a primary escalation point for support and service related issues liaising with relevant internal and external business units, doing whatever it takes to ensure efficient and effective problem resolution. The SDM is someone with excellent interpersonal skills and the strength to make things happen.

We are looking for inspiring service delivery experts who:

  • Are passionate on delivering service excellence to our clients
  • Can build and develop client relationships
  • Drive overall client satisfaction to help ensure contract renewals and ongoing client retention
  • Are an Internal source on our client’s Manage proposition
  • Understand of our On Premise, Cloud and connectivity service models and design
  • Ensure client’s contracted deliverables service offering is provided within specified service level agreements.
  • Can build
  • Develops an exceptional understanding of their client’s business from an operating and services perspective
  • Work closely with our Account Directors to form virtual client teams to manage our client’s account and ensure on time client renewals.
  • Highlight to Account Directors additional service opportunities and associated SDM revenue streams through ongoing client interaction and knowledge of the Managed Services Catalogue.
  • Act as an escalation point to ensure that the appropriate functional activity takes place to resolve any issues that may arise.
  • Ensure the performance of third party suppliers with clients is appropriately managed.
  • Channels service related client issues internally and ensures they are managed through to resolution and recorded.
  • Contributes to the Takeover & Transition processes to ensure that the service enablement processes and relevant documentation are adequately completed and that operational readiness is tested.
  • Produces, manages and maintains the client’s service operations manual, outlining key contact points, SLAs, escalation paths, bespoke operational procedures and up to date current supported inventory list.
  • Actively ensures that Root Cause Analysis is undertaken in order to drive improvement within the business.

Skills:

  • Having an uncompromising level of commitment and passion for quality and client service delivery.
  • Excellent interpersonal skills and the strength to make things happen.
  • At least 3 years’ experience in an external client facing Service Delivery role
  • Having a positive approach to team work, with a willingness to learn, share knowledge and help other members of the team.
  • Being able to work under pressure, outside of comfort zone, with a ‘can-do’ attitude.
  • Having great time management, attention to detail, expectation setting and organisational skills to provide solid service management
  • Being flexible, adaptable, adhering to change and showing initiative.
  • Having the ability to approach problem solving in a clear and concise manner.
  • Possessing a good level of communication skills, including written communication, becoming a liaison between technical and commercial people, internally and externally. Able to communicate at all levels, including senior directors within client organisations.
  • Having basic level of product knowledge, concepts, features and integration methods.
  • Having a low level technical knowledge (desirable)
  • V3 ITIL Foundation accreditation.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

Senior Project Manager – Homebased

Job title: Senior Project Manager

Location – Homebased role, UK

Salary – Exceptional salary, bonus & benefits

Client – Our client is a specialist Systems Integrator focused on delivering exceptional customer contact strategies, applications and solutions. As their business grows in the UK, and internationally, you will join their business and play a key role in the delivery of complex projects to their prospect and client base.

Role Overview – The purpose of this role is to manage customer-facing projects, transforming the contact centre operation of Sabio customers.
The role is the focal point for ensuring the customer achieves their transformation objectives, Sabio deliver a successful project (time, cost, quality) and at the end of project all parties are satisfied.
As a result – the role holder needs to take clear ownership for the project, once it is converted from a qualified “sale”. Ideally this involved getting involved during the commercial process, meeting the client and providing confidence that Sabio will deliver.
This position will be responsible for management of project planning, resourcing, supplier and subcontractor management, progress reporting, people management, troubleshooting and the continuing maintenance of good customer relations.
The expectation is that the role holder will have experience within the Contact Centre/Customer Service industry, have worked either client or supplier-side and have a track record of successful engagements over a number of complex projects/programmes.
The expectation is that the role-holder will normally be responsible for the simultaneous management of six to eight projects at any given time, ranging from one to twenty six weeks.
The jobholder is required to be fully competent within the field of project management. S/he will perform this role independently, with minimal supervision – which in turn provides a high degree of flexibility and delegated authority.

Responsibilities:

From point of sale the successful candidate will be required to:

  • Understand the customers’ requirements and Critical Success Factors
  • Manage communications with the customer
  • Clarify any ambiguity in the statement of works
  • Liaise with internal technical experts to determine the nature and requirements of the projects
  • Determine appropriate project resources
  • Set project milestones predictions
  • Define project timelines with suitable contingency planning
  • Present the project scope to the customer
  • Manage and co-ordinate resources (including contractors and relevant client and Sabio staff) to ensure project deliverables are met
  • Manage changes in response to customer requests and emerging needs
  • Communicate with project team as necessary and manage expectations
  • Provide weekly status reports and monthly status reports to relevant stake holders
  • Co-ordinate training and consultancy
  • Ensure smooth project hand-over to the Support team through the production of appropriate documentationUnderstand the project from the customer’s view-point
  • Determine the right level of communication and engagement with the customer
  • Provide insight into project progress for the customer
  • Always seek to identify more innovative ways of working that increase effectiveness
  • Challenge standard processes and procedures with the aim to ensure they are as good as they can be
  • Act as an ambassador of Sabio and its key partners at all times
  • From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your Manager
  • At all times you must follow all reasonable and lawful instructions given to you by the Company

Required skills or experience:

  • Experience of working within the contact centre/customer services industry
  • Proven project management experience within a consultancy, systems integrator or customer service transformation environment
  • Experience with project tools (ranging from MS Project through to presentation via PowerPoint)
  • Experience of workshop facilitation including internal and external resources
  • Experience of virtual project team management (e.g. matrix management across technical teams)
  • Excellent verbal communication skills and versed in the art of explaining issues clearly and in detail
  • Ability to create and maintain stakeholder management matrices
  • Ability to develop operational relationships with the customer and demonstrate the right level of empathy and understanding
  • Escalation handling techniques
  • Ability to act under own initiative to ensure projects stay on-track
  • Articulate and empathetic in all types of communication, able to handle bad news and to rectify complex situations
  • Portfolio Management – managing a set of independent projects to take account of dependencies and sequences. This is often in the form of an identifiable “Programme”

Competencies:  

  • Leading and Deciding – taking responsibility for decision making, acting with confidence and on own initiative, taking calculated risks, providing direction and co-ordinating action.
  • Supporting and Co-operating – understanding others, adapting to the team, building team spirit, communicating proactively.
  • Influencing and Presenting – building rapport, managing conflict, making an impact, shaping conversations, promoting ideas, explaining concepts and opinions.
  • Organising and Executing – setting objectives, planning, managing time and resources, focusing on customer needs and satisfaction, monitoring and maintaining quality, driving project results.
  • Adapting and Coping – accepting new ideas, coping with pressure, showing emotional control and handling setbacks.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

Junior Service Delivery Manager – London

Job title: Junior Service Delivery Manager

Location– London City

Salary– £30k plus BONUS

Are you ready to take the next step in your career?

Client– Our client was formed to improve the way companies communicate. Simple, right? They have grown to become a multi-national operation and focus specifically on Unified Communications, Contact Center, Networking & Datacenter technologies. They are an innovative, forward-thinking and exciting company with slick offices in Central London that reflect their innovate and fresh approach to business. They only employ exceptional people, and this is why Ingenio have been retained to find an exceptional Junior Service Delivery Manager to join their growing team.

Role overview-  Do you have a passion for technology, service delivery and ensuring client satisfaction? Our client are looking for someone who has excellent interpersonal skills and “the strength to make things happen!”

The Junior Service Delivery Manager will be responsible in helping to build, develop and manage client partnerships, providing client satisfaction through the successful delivery of our client’s Managed, Network and Cloud Service offering to ensure client retention as well as supporting the Senior SDM team in delivering an exceptional level of service to key client accounts. The Junior Service Delivery Manager will be responsible for a large volume of our client’s strategic accounts, ensuring you are providing all contracted deliverables as well as looking for further opportunities to help develop and drive these accounts.

Core Responsibilities:

  • Drive overall client satisfaction to help ensure contract renewals and on-going client retention.
  • Internal source on our client’s Managed, Network and Cloud delivery offerings.
  • Understanding of Cisco service model and design.
  • Ensure client’s contracted deliverables from service offering is provided within specified service level agreements.
  • Develops an exceptional understanding of their clients business from an operating and services perspective.
  • Work closely with the Account Managers to form virtual client teams to help ensure on time client renewals.
  • Highlight to Account managers additional service opportunities and associated SDM revenue streams through on-going client interaction and overall services knowledge. Helping to drive strategic accounts to Tier 1 & 2 client relationships.
  • Acts as an escalation point and ensures that the appropriate functional activity takes place to resolve any issues which may arise.
  • Ensures the performance of third party suppliers within accounts is appropriately managed. Channels service related client issues internally and ensures they are managed through to resolution and recorded.
  • Contributes to the Takeover & Transition processes to ensure that the service enablement processes and relevant documentation are adequately completed and that operational readiness is tested.
  • Produces, Delivers and maintains the client¡¦s Service Optimise Pack, outlining key contact points, SLAs, escalation paths, bespoke operational procedures and up to date current supported inventory list.
  • Book resource on Acumen for Managed Services.

Required skills or experience:

  • At least 1-2 years experience in a client facing role.
  • The Junior SDM is someone with excellent interpersonal skills and the strength to make things happen.
  • Having an uncompromising level of commitment and focus to quality and client service delivery.
  • Having a positive approach to team work, with a willingness to learn, share knowledge and help other members of the team.
  • Being able to work under pressure, outside of comfort zone, with a can-do attitude
  • Having great time management, attention to detail, expectation setting and organisational skills to provide solid service management.
  • Being flexible, adaptable, adhering to change and showing initiative.
  • Having the ability to approach problem solving in a clear and concise manner.
  • Possessing a good level of communication skills, including written communication, becoming a liaison between technical and commercial people, internally and externally.
  • Able to communicate at all levels, including senior directors within client organisations.
  • Having a basic level of product knowledge, concepts, features and integration methods.
  • University degree (desirable)
  • Having a low level technical knowledge (desirable)
  • V3 ITIL Foundation accreditation (desirable)

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Software Licensing Analyst – London/Croydon

Job title: Software Licensing Analyst

Location – London/Croydon

Salary – £32-42k plus bonus

Client – Our client is an innovative and progressive global communications enabler with a vision to become the partner of choice for global telecoms innovation. With over 120 years’ experience, they have gone from strength to strength and is now a leading UK communications provider with international presence across Europe, Asia and the United States that has aided its evolution in becoming a leading supplier in roamed services.

Role Outline – This role with be responsible for managing contracts and software licences and also ensuring the business is fully aware of its financial and service commitments. One of their first tasks will be to implement and manage a software license compliance programme that supports growth, delivers financial efficiency and supports excellent customer service. We would like someone who has minimum 2 years’ experience in managing complex licensing structure in at least one of the following OEM: Cisco, Avaya, Mitel, Talk Talk Business as well as experience in assessing and implementing an improvement programme ideally focused on Contract / Licensing management. The successful candidate will demonstrate an understanding of complex partner contractual structures and frameworks and have a strong understanding of CRM.

Requirements:

  • A Level in Maths & English grade 3
  • Minimum 2 years’ experience in managing complex licensing structure in at least one of the following OEM: Cisco, Avaya, Mitel, Talk Talk Business.
  • Experience in assessing and implementing an improvement programme ideally focused on Contract / Licensing management.
  • Demonstrate an understanding of complex partner contractual structures and frameworks
  • Strong understanding of Customer Relationship Management
  • Computer literate in MS Office Applications & Database software
  • Accurate and methodical approach with good numerical skills

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!