Immediate Require Regional Implementation Specialist

Job Description

*About this roleThe Regional Implementation Lead will act as a key interface for EMEA region implementations related to External Connectivity and Voice projects as taken on Atlas 3 contract. The RIL will have direct interactions with the Credit Suisse RDOs, and other nominated stakeholders as well as contributing to the BT senior account team. The RIL will be responsible for an implementation pool of ~10 resources and will have direct reports consisting of data and voice SME located both onshore and offshore. The line management and staff development responsibilities includes retention and replacement of headcount to fulfill contractual obligations.Management of escalations/issues where operational or business management staff are required to intervene, but only when the agreed Implementation Team escalation process has been exhausted. And tracking, where applicable billing of overtime where appropriate. Work with respective Credit Suisse RDOs in-region to allocate and assign resources based on the BoW prioritization as mandated by Credit Suisse while maintaining a work-life balance. Supporting the Atlas business management team in providing business justification and facilitating procurement and hire of contractors should uplifting of Imps resource pool be required.RIL will be responsible for ensuring the teams adherence to change & risk management process & policies. This includes and not limited to timely completion of mandatory training obligations and adherence to change control guidelines & standards.RIL will act as key liaison for the following teams, Service Management, Architecture and Engineering departments, Operations team, Commercial and Business teams, Sales Teams and BT Security teams and any other supplier engaged on Atlas 3.Reviewing the GBOW with Regional Leads and Business Managers on a regular basis.Act as the primary escalation point and supporting the in-region imps team members from a professional capacity.Youll have the following responsibilities Creating an Agile culture in you re your different ITIL Teams with an emphasis on exemplary leadership and learning-by-doing. Use Agile sprint cycles to own and drive key customer outcomes, collaborating with your team members and colleagues across the customer Journey to proactively solve problems using the CI/Agile methodology. Develops and implements a Sustomer Service Plan and a Service Development Plan Performance and Productivity Management of implementation resources in alignment with BT vision. Delivery of service to meet Key Performance deliverables covering Financial, Quality, Productivity etc. Working with the stakeholders and transformation teams to develop and implement Business Plans. To develop a higher level customer relationship with the designated customer including key decision makers/influencers. To be a catalyst of change, encourag and empower SME s to make decisions in line with the new strategy. Ensures that incidents are logged and managed in line with agreed customer timelines and that customers are kept proactively updated and contractual SLAs are met. Ensure there is enough focus on newly defined KPIs (Compliance with CS Change Management Policies and Processes. Project design and implementation should be complaint with CS engineering Blueprints, ensure that all BTs relevant processes related to project implementation such as new Service Request, CCN, Risk Register and AIS etc are followed through a project life-cycle etc.) so that team is able to deliver on targets. To play a role in resource and demand forecast based on work projections. Adheres to ITIL best practice processes delivered in line with ISO20000 compliance where appropriate. To monitor customer feedback, complaints and service results, and provide support and direction to Team and the Service Management Directorate Drives the Quality of Service performance for the Implementation team and develops continuous improvements to enhance the customer experience. Ensure all DR s are following the Published Processes when working on ITIL functions and make regular checks to enforce this. To promote a culture of recognition and rewarding excellence inline with the vision/people principles of the organization. Be a good coach and mentor with focus on People Development and ensuring upskilling of the team members. Promoting a learning and continuous improvement culture within the agile environment KPI The Regional Implementation Lead will act as a key interface for all regional implementations related to External Connectivity and Voice projects as taken on Atlas 3 contract. The RIL will have direct interactions with the Credit Suisse RDOs, and other nominated stakeholders as well as contributing to the BT senior account team. Right First Time Targets TLR budgetAchieving and maintaining performance to customer Service Level agreements on project implementations and DD&SO business targetsYoull have the following skills & experienceProgramme Management: Experience of strong delivery in managing external customer relationships. Strong leadership and governance across different countries. Matrix management experience to deliver projects and programmes fully and following best practice. Stakeholder Management of senior managers internally and externally. Reporting and managing the financial performance of the programme. Experience of integrating outsourced functions and teams Managing a pool of circa ~10 people and reporting to the customer regularly on cost and performance. Supplier Management with experience of engaging with suppliers for new work and managing bids and propositions. Understanding complex and technical solutions for large programmes and projects.Reporting Review Risks and Issues on a regular basis with other Regional Imps Leads, and any other CS/BT nominated stakeholders. Provide Project reporting as required by BT standards Provide early indication of any fluctuation to estimated resource requirements. Requirements: Degree in Computer Science or IT (Networks or Telecommunication preferred) Minimum of 10 years of experience in an Enterprise Network environment Experience in the financial industry preferred Understanding of DD&SO Organisation and Objectives Understanding of Service Desks operating model under new Model Office setup.Calm and assured under pressureAbility to correctly prioritise and allocate resources.Able to direct and efficiently allocate resourcesCustomer Understanding and EmpathyWill have experience of presenting and negotiating with all levels within an organisation. Ability to lead and motivate high performance teams. To be able to understand and communicate process and Project strategy and the resultant changes. Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service Able to exercise discretion and display initiative within area of responsibility and accountability Customer focus, responsive and receptive to Project needs Ability to interact successfully at all levels of the BTGS organisation Excellent communication, influencing and negotiation skills Good presentation skillsExperience:Cisco Certified Network Professional (CCNP/CCIE) or equivalentProject Management Professional (PMP/ Prince 2)ITILHow to ApplyIts easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application,

Keyskills :
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