Customer Operations
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About The Role

This key role is critical for the growth of our Managed Services Portfolio with a focus on designing and delivering repeatable and scalable management of technology-based services. The role of the Managed Services Architect is to ensure that both services and operations architecture is designed to deliver the contractual elements of Claranet’s managed services efficiently and effectively. These deliverables are produced by the Managed Service Architect, translated from high-level requirements, and in collaboration with other business units. The Managed Service Architect is responsible for the design and evolution of the managed service framework, Service Design and the implementation of that within Customer Operations and our Customers.

Essential contributions & responsibilities 

  • Support the development of new services and service management design in line with business strategy
  • Translate high-level requirements into specifications according to which the service is to be managed
  • Describe the structure, characteristics, behaviour, and other aspects of services to stakeholders
  • Test specifications against the existing service models within the managed services framework
  • Provide analysis to ensure that all aspects of the development new services and components are considered in relation to all aspects of the managed service lifecycle
  • Design solutions to ensure manageability and maintainability of services and related commitments
  • Articulate justification for changes to systems, processes, organisational structures, and operating models
  • Develop repeatable, scalable service models that establish coherent integration across multi-team/vendor ecosystems
  • Collaborate with Operational Management stakeholders to evolve the organisational design and capability model to deliver managed services outcomes
  • Act as a key stakeholder in service management tool design
  • Define and document service operations management process/procedures applicable to the managed service framework
  • Engage with Customers to agree detail around processes & interfaces linked to statements of work
  • Deliver service management / design proposals for customers.
  • Provide Service management design consultancy and expertise to the business for existing customers and bid management opportunity
  • Provide specifications according to which the managed services are tested and delivered
  • Ensure that service acceptance criteria have been met, and that the Operations team is ready to operate the new service
  • Deliver service reporting design aligned to the managed service framework deliverables

About You

Skills, Experience & Competencies

  • Passionate about IT Services industry, Managed Services, and has strong technical, commercial and market knowledge
  • Extensive experience in a service design role mid-size corporate designing managed services in a technology portfolio
  • Experience in the design of high-level structures to enable and guide the design and development of integrated services that meet business needs
  • Project management experience
  • Service orientated mindset that focuses on how people, process and technology operate together to create value for our customers
  • Understands Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement processes (ITIL)
  • Can communicate and influence internally and externally across all levels of an organisation, creating alignment between often conflicting stakeholder needs to deliver the right managed service outcomes for the customer
  • Can research and generate new ideas using varying resources such as customers, market insight and partners
  • Strong written and oral communication skills including service documentation, presentation skills and attention to detail
  • Can analyse data and create information that supports product and business decisions to evolve the managed service framework
  • Familiarity with the implications of organisational change and methods of enabling successful change
  • Proven ability creating and delivering effective and persuasive presentations to customer and internal senior stakeholders
  • Flexible to travel.
  • Knowledge of ITIL up to v4.
  • Managed Service Design/Architecture experience.
  • Managed Service Implementation background.
  • Service Management Tool Design & Specification experience.

About Us

With 20+ years’ experience, Claranet has grown to become a multi-service MSP offering service strength and depth across Cloud, Security, Network and Modern Workplace, and we enjoy strategic partnerships with global providers such as Microsoft, AWS, Fortinet and Cisco. Our portfolio of professional and managed services supports our customers continued adoption of IT services and business innovations.

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, secure digital networks, and modern workplace services. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 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 hyperscale clouds.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us. 

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