Change Technical Lead
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Key skills for this role
Role Overview
Understand and protect Claranet’s autonomous culture within the Technical Solutions Change Team, ensuring all Technical Solutions Change Engineers are empowered in their roles and encouraged to develop their skills
Ensure that Technical Solutions Change Engineers can effectively prioritise their time and develop and implement a diverse range of change and governance processes
Lead, mentor and manage the Technical Solutions team to ensure their skills and knowledge are up-to-date and aligned with the organisation's goals
Ensure in-life KPI’s are delivered in line with customer contractual obligations
Key Skills for This Role
Full Job Posting
Position Summary
Understand and protect Claranet’s autonomous culture within the Technical Solutions Change Team, ensuring all Technical Solutions Change Engineers are empowered in their roles and encouraged to develop their skills
Ensure that Technical Solutions Change Engineers can effectively prioritise their time and develop and implement a diverse range of change and governance processes
Lead, mentor and manage the Technical Solutions team to ensure their skills and knowledge are up-to-date and aligned with the organisation's goals
Ensure in-life KPI’s are delivered in line with customer contractual obligations
Duties and Responsibilities
- Manage, coordinate, lead and develop a team of Technical Solutions Change Engineers, being accountable for the high quality and timeliness of their outputs
- A player-coach role that leads by example with excellent technical expertise and soft skills
- Drive forward and progress Technical Solutions Change initiatives and technical configuration, using best practice change management methodologies and principles where relevant
- Develop and implement change management policies and procedures to ensure the effective resolution to all customer change requests
- Ensure that we are delivering change in the most effective manner that delivers our contractual outcomes
- Ensure the customer change framework allows for assessment of impact and success criteria and that requests are planned, approved, tested, and implemented in a controlled and standardised manner
- Design and implement automation where possible to reduce complexity and improve customer experience and effectiveness
- Provide resourcing for in-life managed services projects, including end-of-life and decommissioning activities
- Troubleshoot and rectify issues associated with the implementation of customer change and work with colleagues within the Technical Services department for escalation and consultation
- Manage the day-to-day performance and activity of the Technical Solutions Change team, ensuing all staff are sufficiently experienced, trained, and qualified, and can access relevant opportunities to upskill
- Lead, direct, coach, and develop direct reports, providing inspirational and forward-looking leadership
- Build trusted relationships with senior stakeholders across the business
- Technical Solutions: Cloud, System, and Engineering – Work incredibly closely with colleagues in the Technical Solutions department and ensure that outputs delivered across the Claranet portfolio are aligned. Aid in the identification, design and implementation of automation, process improvement and smarter resourcing
- Business Development, Customer Growth, Customer Success, Sales Operations & Support – to ensure that interactions with and offerings to customers across the Customer Experience & Managed Service function reflect the latest Technical Solutions Change processes and activity
Position Specifications
Flexible and creative to take considered risks
Learn and adapt quickly to changing situations
Self-motivated and able to work under pressure
Manages conflict and challenges in an open and constructive manner
Strong organisational skills, including the delegation, prioritisation and management of multiple tasks simultaneously and effectively
Strong knowledge and experience relevant to technical change management – in particular the delivery of in-life change to key customers – in order to perform complex tasks competently, confidently, and consistently
Proven leadership capacity, with the ability to empower and motivate direct reports
Excellent communication and interpersonal skills, in order to influence and engage stakeholders at all levels, and to synthesise technical change processes into their clear impacts and benefits
Able to investigate, gather technical insight and data to resolve complex customer problems
Firewalls: Fortinet, Barracuda, Watchguard
Networking: Cisco, DrayTek, Meraki – MPLS, WAN & SD-WAN concepts
Traffic Management: F5, Netscaler, Azure Load Balancing
Communications: IP Telephony, Teams Voice, O365, Exchange & Mail Security
Hosting: Windows & Linux OS fundamentals
Systems, Hyperscalars and Platforms: Azure, Meraki, DrayTek ACS, FortiManager, Ivanti Connect Secure
About Claranet
Privately owned managed service provider helping organizations modernize and protect cloud, cybersecurity, data, and workplace systems.
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