London
Hybrid Cloud
Competitive plus benefits

About The Role

The Cloud Business Unit represents over £50m+ in annual revenues from a wide range of small, medium and large Enterprise Customers and specialises in Enterprise Scale Cloud Adoption and Migration projects, with a focus on delivering next generation Managed Services to our Customers.

The Technical Service Manager will be responsible for the end-to-end Operational Delivery for Managed Services within the Cloud Business Unit across several key accounts.  The role acts as a Customer Advocate/Champion within the Business Unit and focuses on ensuring all contractual obligations are met and that Customer Success is achieved through high levels of Customer Satisfaction on existing commitments.

 The role should facilitate, orchestrate and organise different departments, engineers and teams to ensure they deliver high quality responses with good process and high levels of customer attention.  Where key processes such as ITIL related Incident, Change and Problem delivery is relevant, the role is in place to ensure the Business Unit delivers timely responses, updates and resolution for the Customers Managed Services.

 The role would ensure all quality obligations, such as patching, backup, disaster recovery testing and auditing obligations are in place systematically, executed and delivered to the customer, working hand-in-hand with the Customer Success Manager to ensure that Claranet exceeds Customer Expectations and that the Business Unit delivers to all of its contractual obligations.

Roles And Responsibilities 
  • Responsible for the technical outcome of Operational Service within the Cloud Business Unit.
  • Responsible for Service Compliance across nominated key accounts, ensuring the Business Unit provides services that achieve contractual SLA and Delivery Obligations.
  • Provide a single point-of-contact for a Customer Success Manager on key accounts, ensuring the support from the Business Unit is in place to deliver all obligations around technology delivery and serviced operations.
  • Responsible for ensuring that Cloud Engineers respond in a timely manner, escalate where appropriate and that service records (Incidents, Changes, Problems) are pro-actively monitored, managed and responded to.
  • Responsible for the maintenance of a Customer Estate, ensuring that long term planning is in place and that obligations are executed in a timely manner – for example, ensuring a patching policy is in place and adhered to pro-actively, ensuring backups are executed and reporting is provided to the customer and validated, or where relevant, that disaster recovery tests are completed.
  • The Cloud Technical Services Manager will work with the Customer Success Manager directly to the Customer, be a permanent Customer Facing role in key accounts, be a visible and trusted representative of the business unit and provide a conduit and point-of-contact for the customer to assure a partner relationship and give the customer confidence and belief in their ability to rely on Claranet and achieve the necessary outcomes.
  • Own and drive service improvements within the Cloud Business Unit including service escalations and drive through service escalations to resolution to ensure Customer satisfaction
  • Responsible for Service capacity and offer the relevant information to operations management and Delivery Management in order to ensure OLA and SLA adherence.
  • Identify and manage risk management associated with owned services and manage customer treatment of risk
  • Ensure Key Performance Indicators are clearly defined and agreed for each service in conjunction with the Delivery Management.
  • Own and drive service improvements within the Cloud Business Unit
  • Responsible for identifying Commercial Opportunities within an existing Customer Estate and passing those opportunities through to the Commercial and Solutions team to drive Customer Success through account growth.
  • Responsible for supporting the Customer and Success Management in managing the overall cost base within the Cloud Business Unit to underpin Customer Success through a strong Account P+L and Business Case achievement.

About You

Position Specifications

  • The Technical Service Manager should have demonstratable capability in supporting large Enterprise customers and be professional leader, the TSM should demonstrate the ability to coach and mentor more junior TSM’s of all skill and experience levels to grow the overall capability within the Cloud Business Unit.
  • The Technical Service Manager Should Demonstrate excellent inter-personal and Organisational skills, must work fluidly both at a Senior Peer and Customer level building trustful and successful relationships, support continual positive momentum towards the Company Objectives supporting Sales Engagements and Project & Operational Delivery direct to Customers.
  • The Technical Service Manager provides an escalation point for all challenges within Customer Operations and ensures that business priorities are prioritised, that focus is maintained and co-ordinated and that obligations to Customers are met in the most efficient and successful way possible, working hand in hand with internal stakeholders such as the Customer Engineering & Delivery Director.
  • The Technical Service Manager should be and act to be seen as the Customer Advocate for the Cloud BU Customer Base, ensuring Customer Demand is prioritised appropriately, that escalation and issues are managed appropriately, and highlighted to the relevant team member(s) up-to and including the Customer Engineering & Delivery Director, so that the correct focus can be applied and the right outcome achieved.
  • The Technical Service Delivery Manager should be an excellent communicator at all levels, able to present to large and small audiences and create a compelling proposition/story as appropriate to both engage technical and business leaders, internal staff and alliance partners alike.
In addition, the following are highly desirable:
  • Educated to Degree level or equivalent experience
  • Ideally, a Technical Background in Datacentre Services & Cloud Delivery, experience in delivering services under an ITIL Framework and understanding to a competent level of IT Infrastructure, Datacentre and Public/Private Cloud Concepts.
  • Proven experience leading and developing technical communities within the IT specialism
  • Strong evidence of working closely with customer stakeholders and sustaining long term relationships generating commercial success.
  • Is self-motivated and able to work under pressure
  • Ability to travel to different sites and locations on a regular basis (weekly)

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £350 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including the big three Hyperscaler public cloud platforms.

Businesses of all sizes need to get the most from the latest cloud technologies, tools, automation, and development practices to solve their toughest business challenges. We provide consulting and management services covering the full range of hybrid cloud options. Claranet is one of the only two companies in the world to hold premier partner status with AWS, Google, and Microsoft as well as providing our own Claranet Cloud solutions.

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