Managed Service Lead - London, United Kingdom - Telstra

Telstra
Telstra
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
Employment Type

Permanent

Closing Date

20 Apr :59pm

Job Title

Managed Service Lead

Job Summary

As a Senior Technical Consultant, you pride yourself on your exceptional technical capability and service excellence.

In this role your mission is to ultimately increase Telstra's Purple's market share, by securing and delivering outstanding IT consulting solutions to our enterprise customers.

You provide consulting services and lead medium-large scale engagements across our customer portfolio, often managing multiple engagements at a time.

Your technical and commercial acumen, passion for customer engagement, strong communication skills and experience in delivering both pre and post sales activities are critical to success in this role.


Job Description:


Telstra Purple is looking an experienced leader to lead our growing Security Managed Services team in Telstra Purple EMEA.- Proven experience in providing service delivery management within mid to enterprise markets- Experience managing ITIL framework with appropriate certifications- Experience of identifying, driving and implementing significant continuous improvement initiatives within maturing environments.- Proven experience in contract management.- Strong stakeholder management skills and ability to influence others to support initiatives.

- Experience of driving outstanding results through exceptional communications / facilitation skills- Excellent attention to detail / high level of accuracy- Experience of running cyber security and network managed services and associated teams of analysts and engineers


Responsibilities:

The role will entail identifying customer needs and overseeing the delivery of contracted services across our portfolio of customers.

The responsibilities of this role are categorised across five main functions:

  • Establishing a Delivery Processes
  • Establish and consistently review the contracted delivery schedule, ensuring every customer receives a first-class experience from the initial engagement. This is usually implemented in the form of a Service Management Plan (SMP) or Continuous Service Improvement Plan (CSIP). Responsible for assessing customer feedback against a set of contracted service level agreements and key performance indicators, whilst identifying any areas for improvement.
  • Creating a Cost-Effective Model
  • A key task is to ensure that processes are efficient and cost-effective. They aim to establish ways of reducing costs without affecting the overall customer experience. The role will also contribute towards the sales and financial health of an assigned customer.
  • Growth Plans
  • Oversee the execution of growth plans and investments for the Managed Service in facilities, staffing and bringing new services to market.
  • Build and Develop Partnerships
  • Responsible for building partnerships with internal operations teams and third-party suppliers to determine consistent service excellence.
  • The Supervision of Operational Staff
  • Line management of operational team in EMEA.
Activities

The following key activities are required to achieve success in the position:

  • Establishing and maintaining service governance throughout the customer portfolio
  • Accountable for services delivered in accordance with contractual obligations and targets.
  • Responsible for developing and leading customer relationships across all major stakeholders up to "C" level.
  • Participation in the account strategy.
  • Assisting in Pre-sales and acquisition of new customers including running and owning customer experience when in the Telstra Security Centre
  • Management of the Telstra Security Centre to ensure that it is delivering the right services to the market
  • Constantly driving Continual Service Improvement (CSI) and implementing best practice.
  • Responsible for service reporting covering operational targets and identifying improvement.
  • Capturing and communicating business objectives to ensure Telstra Purple exceeds their contractual expectations.
  • Ensure all relevant event and service desk management is compliant with the customer offering.
  • Escalation Management
  • responsible for the resolution of all operational customer escalations.
  • Working systematically to identify incident root cause, anticipate implications and service assurance.
  • Evaluating trends in client operations to recommend and implement improvements.
  • Supporting the Project / Transition Management team (through complete project life cycle) for the onboarding of new services within customer portfolios.
  • Owning all contract managed vendor / third partner arrangements.
  • Meeting profitability and revenue targets (KPI's) of all assigned contracts (net growth).
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