Customer Operations

About The Role

This position is an internal project leadership role within the Service Delivery department and is responsible for delivery of strategic and tactical change projects in line with the Service Delivery strategy. The key objective of this role is to implement change which drives operational improvement. 
This role requires the coordination of various teams both internal and external to drive improvements projects. Reporting into the Project office Manager and working alongside the Service Delivery management team you will be empowered to identify areas of improvement and implement change within Service Delivery at all levels. Providing updates in the form of regular reports which will include progress updates, identification of issues and risks including mitigation steps and a measure of improvements made.

The Service Delivery Continuous Improvement Lead roles requires a tenure of practice across either support or service delivery that allows the individual to hold an in-depth knowledge of the Claranet products and processes.

This position is an important role within Project Office and is responsible for the timely and accurate delivery of internal projects and continuous improvement programmes, based on root case analysis and 360 degree feedback. The Continuous Improvement Lead is responsible for coordinating the appropriate resources to deliver the initiatives for predominantly internal stakeholders. 

The Continuous Improvement Lead will act as the order “Project Owner” and will interface with internal stakeholders to facilitate an agreed plan/timescales for all CSI. 

The Continuous Improvement Lead  will be responsible for cost efficiency planning and appropriate risk and issue management.

Continuous Improvement Lead may have an increased element of travel, to understand/ demonstrate industry best practise and support service management, bid processes and engage in value add/invest activities with the wider business.

The Continuous Improvement Lead will be an advocate of Claranet service delivery, supporting all transform, and technology related programmes and further be an integral of the Project office leadership team supporting colleagues and peers throughout.
Essential Duties and Responsibilities
Working closely with various internal departments on creating and documenting a delivery journey process for new and existing products .
Reporting daily on data for Delivery measures, and monthly KPI including aged WIP and supsned/jeopardy reporting.
Information gathering. Creating, document and Submitting new Projcet development requests to ITSM Platforms team to improve company processes and following these to resolution
Working closely with Commercial Support and Revenue and Cost Assurance to monitor and report on Dual billing and general revenue assurance activities.
Managing the Continual Improvement Register by adding new actions and monitoring these
Managing the customer experience throughout the service delivery phase by updating and providing process documents, i.e. Welcome pack, Service Delivery journeys
Obtain NPS Feedback from customers and provide this information to the business so that we can improve on specific areas
Working closely with various internal departments building and completing multiple tests for a new system process ‘Transform’ and reporting back to the business with any issues that arise and progress
Thinking of new ideas on ways that Service Delivery can improve and creating an output
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 minimized
Working closely with the Escalations team to assist when cover is required for both active order management, ejepoardy process, supply chain reporting including MTTP (mean time to provide) 
Demonstrating the Service Delivery journey / process to internal departments (onboarding)
Manage system updates for core CRM and tools 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.
Identify through reporting any area of risk to order progression and liaise and escalate in accordance with team processes ensuring risks and escalations are understood, communicated and minimized
Supporting internal ISO audit and any regulatory compliance requirements.
Communicate project status updates to management and other key stakeholders and escalate issues as appropriate. 
Act as process owner for all Project Delivery processes to ensure they are maintained and monitored in conjunction with company compliance standards. 
Ensure identification of value added projects and opportunities for Continual Service Improvement to drive “Operational Effectiveness” 
Be a driver for the introduction of systems and process changes that will improve service levels and or efficiency in the Project Office and overall delivery team. 

About You

You will need to demonstrate the following:

In Depth Claranet Delivery Experience and an understanding of all product delivery across each Business Unit.
Educated to NVQ level 4, degree/HND or equivalent qualification/experience
ITIL v4 and Project Management knowledge desirable
Demonstrable commercial understanding/acumen
Substantial experience of providing high level project administrative support or administrative support in an IT services environment
Experience of maintaining project management tracking spreadsheets and reporting on progress and using problem-solving skills and initiative to address any issues that arise with delivery of projects
Proven written and oral communication skills including excellent telephone skills
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 accurately and proactively, with an eye to detail and to prioritise a complex and varied workload
Ability to work as part of a team, with a flexible approach to work and willingness to learn
The ability to work without close supervision in a fast paced environment with tight deadlines
Confident, proactive, hardworking and flexible
Exceptional customer facing skills

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 hyperscaler clouds.

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