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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.

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