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!

 

Product Marketing Manager, Up to £50k + benefits – London

Job title -Product Marketing Manager

Location – London

Salary – Up to £50k + benefits

Client – Ingenio’s client is the market leader in Payments Performance Management. Over 1,000 enterprises, including many of the world’s largest financial institutions, rely on our clients product to monitor 100s of millions of transactions daily. Ingenio have been retained by our client to source an exceptional Product Marketing Manager to join their growing team in central London. Our client provides real time, fault tolerant management for business critical computer systems and VoIP systems. Our client makes sure that these systems are at their best and predict vulnerabilities before they arise.

Role Overview – The Product Marketing Manager must have a unique skillset required to bring technical capabilities to market in a way that delivers unique business value and differentiated positioning. The ideal Product Marketing Manager will have a broad understanding of the Payments market, but more importantly you understand how product marketing plays a critical role in articulating market / customer problems combined with solution messaging, positioning and launch.

Core Responsibilities:

Go To Market

  • Responsible for all aspects of Go To Market activities including identifying innovation around existing products, identifying market problems, and identifying customer/prospect problems. Also, build messaging/USPs, define demo scenarios, and coordinate product launches including development of commercial strategy for senior leadership approval.

Sales Enablement & Competition

  • Define, coordinate and create sales & partner enablement collateral. Own competitive intelligence / analysis process and fully understand competitor landscape across relevant market verticals.

Product

  • Identify market and customer problems (12-month horizon) to satisfy current revenue opportunities and provide guidance as to new solutions / functional areas.

Evangelism

  • Evangelize the product, USPs, and roadmap internally and externally. Conduct analyst inquiries and briefings. Be the spokesperson for our client and their offering.

Required skills or experience:

  • 3 to 5 years of software product marketing experience with at least 1.5 years experience in a field facing role
  • 3+ years payments marketing experience a plus but not required
  • Expert knowledge of the payments domain a plus but not required
  • Bachelor’s degree or equivalent experience
  • Very strong written communication skills
  • Excellent people and management skills to interact with staff, colleagues and cross-functional teams, and third parties.
  • Helpful if comfortable with social media and community participation
  • Up to 25% travel to support sales efforts and industry events

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!

Sales Engineer (Mobile Application Development) – London

Job title: Sales Engineer (Mobile Application Development)

Location – London, UK

Salary – Exceptional salary, bonus & benefits

Client – Our client is on a mission to make it fast, easy and fun to deliver great mobile apps. Founded in 2011, they are a very fast-growing VC funded mobile startup with offices in San Francisco, Boston, Europe and Buenos Aires. Over 600,000 developers and over 30,000 customers use their technology because they provide the best platform to create and test fully native mobile apps for iOS, Android, Mac and Windows.

Role Outline – Our client is looking for experienced Platform Sales Engineers who are as passionate about customers as they are about technology. You will be on the front line engaging with developers and engineers on the customer side, helping them understand the technology portfolio, as well as serve as a trusted consultant and thought leader around everything regarding mobility. Every step of the way you will delight customers and exceed their expectations.

In this customer-facing sales role you will help potential customers to build great apps and make full use of our technology. If you have an engineering background, love to build apps in your spare time or want a more business focused career, becoming a Sales Engineer is a fantastic opportunity. This is an exciting, high visibility position where your contributions will directly contribute to success!

Key Responsibilities:

  • Able to fulfil monthly personal sales quota and manage an average of 200 business opportunities at any given time
  • Follow up with new prospective users who have technical questions, understand their requirements, educate them and ensure that they purchase the platform and have a successful experience with it.
  • Engage with existing customers to ensure they have everything they need to build great mobile apps
  • Be our customers’ voice within our client’s organization; their goal is to build the best possible developer platform, and it will be the responsibility of the Sales Engineer to find out what customers need from us in order to be more successful

Key Skills:

  • Current or previous experience as a Sales Engineer or Evangelist at a software company
  • Experience with Java, C#/.NET, MonoTouch and Mono for Android is a plus
  • Strong technical knowledge; a programming background is ideal as you will be interacting with developers on a daily basis
  • Prior experience building mobile apps on iOS, Android, or Windows a huge plus
  • A love of helping other people solve problems and a passion for sharing your knowledge and experience to help others succeed.
  • Familiarity with the ecosystem of mobile tools, APIs, frameworks a plus
  • Eager to learn new technologies, always up to date before your peers on what’s new
  • Excellent written and oral communication skills; with the ability to make technical topics easy to understand, on the phone and over email
  • Comfortable in a fast-paced start-up environment
  • Results-oriented; willing to do whatever it takes to get the job done

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!

Tier 2 Data Engineer (Cisco & Juniper) – UK

Job title: Tier 2 Data Engineer (Cisco & Juniper)

Location – Nationwide, UK

Salary – Range from £35,000 – £45,000 plus benefits

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 –Our client is looking to immediately fill a position for a Tier 2 Data Engineer who will join their team and will be responsible for all technical elements of project delivery including input into Design, Pre Staging, Implementation and Maintenance of multi-vendor Data Products, with a specific focus on Cisco & Juniper. The Data Engineer will work in tandem with the Project Management team to ensure a successful and cost effective project is delivered. The role will involve travel across the UK & Europe and will require working out of hours and weekends on projects.

The requirements & experience for the right person are:

  •  Min 5 years experience working for a system integrator/service provider
  • Ability to understand IPT Deployment and Support environments
  • WAN, ADSL, Ethernet, EFM,L2TP,LNS,Proactive Monitoring ,radius.
  • Conduct Network Assessments and advise on Network Readiness
  • CCNA & CCNP are required at minimum – CCVP and MCSE would be an advantage
  • Complex Cisco & Juniper Support – WAN/LAN, Routers and Switches
  • Experience of Implementation, Upgrades and Design
  • VPN Design and Configuration
  • Customer service focused
  • Excellent organisational skills
  • Professional, positive and decisive in approach
  • Confident communicating with customers or staff at a variety of levels over the phone and face to face.
  • Be capable of dealing with customers in a high pressure environment

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!

Avaya Tier 2 Support Engineer – USA

Job title: Avaya Tier 2 Support Engineer

Location – USA (preferred location is Illinois)

Salary – To $80k 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 – The Avaya Tier 2 Support Engineer will form part of a growing support function within our client’s global operations centre. The role will take responsibility for the second time fix on client service issues and will be working through all voice and data faults. The role will provide remote support services to customers throughout the US, UK and Europe, and is expected to deliver exceptional customer service in the most cost effective and efficient manner to the business.

Requirements:

  • Hold one or more of the following Avaya, Cisco & Microsoft certifications – ACA, ACS, CCNA, MCSE
  • Minimum 2 years of experience within industry
  • Have experience in Avaya Communication Manager and peripherals, or an appreciation of a multiple number of platforms
  • Hold or be working towards achieving a minimum of an ACA qualification
  • RFA qualified and capable of licensing a new installation or carrying out a maintenance replacement
  • Basic networking skills including TCP/IP, firewalls, and internet technologies
  • Have experience of VoIP and understand how to configure it

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!