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• Working closely with the customer, Project Support, Technical Service Delivery teams and Solution Architects to agree a delivery plan from the outset for all new orders including key phases, tasks, communication plan and timelines associated with the order.
• Ensure that all updates on orders are communicated in a clear, effective and timely manner, where appropriate personally delivering those updates.
• Managing the customer experience throughout the service delivery phase across all delivery teams.
• Ensure that services are aligned to ensure “just in time” installations across all products and also that all costs being incurred by Claranet are able to be passed on to our customers in a timely manner.
• Co-ordination of tasks between Engineering and Support teams ensuring appropriate handover of tasks/actions as order progresses
• 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.

Essential:

• 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
• Substantial experience of providing high level project administrative support or administrative support in an IT services environment
• The ability to work without close supervision in a fast-paced environment with tight deadlines

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

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders