Project Office Team Lead

This position is an important role in Project Office. The key objective of this department is to drive and maintain high quality and timeliness of the delivery of services to customers. Right first time, on time.

The Project Office Team Leader will act as a role model and be responsible the management and coordination of the Project Coordinators and Project Support. They will also be required to act as a contact point for operational & customer escalations.

Additionally the Project Office Team Leader will be expected to assist with team development and training, producing reporting against KPI’s, and to also take an active role in the service integration process during the introduction of new products and services, by assisting with the development of processes, systems and tools.

You will need to demonstrate the following:

• Review and carry out allocation of work load to the Project Coordinators and Project Support function.
• Work closely with the Project Coordinators to ensure high quality standards, producing and reviewing quality reports.
• Drive timely project delivery working with Suppliers and department heads to identify and manage any key issues or risks. This will include attending review meetings in the absence of the Project Office Manager.
• Communicate solution delivery status updates to management and stakeholders and escalate issues as appropriate.
• Complete and conduct monthly 1:2:1s and Appraisal Reviews.
• Act as level 2 team escalation point ensuring issues are managed and escalated appropriately.
• Assist the Solution Delivery Manager with producing and maintaining Management reporting of KPI measures.
• Identify training requirements across your team and ensure training is carried out were appropriate.
• Ensure process Documentation is complete including maintaining the team ISO 9000 page and ISO 27001 audits.
• Drive customer surveys within the team and support Service Quality with improvement analysis where necessary.
• Deputising where appropriate for the Project Office Manager
• Work with the Service Managers to be build strong relationships with Service Managed customers, act as customer champion for Service Delivery and attend Service Reviews were required.
• Manage or work on internal projects as required.

Essential:

• Educated to NVQ level 4, degree/HND or equivalent qualification/experience.
• ITIL v3 and Project Management knowledge.
• Good commercial understanding.
• Good Leadership Skills.
• At least 3 years experience of providing high level project administrative support or administrative support in a IT services environment.
• Previous experience of working in a supervisory or team leader role or equivalent within a business to business IT and/or Telecoms service delivery 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 within the Project Coordination team.
• 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.
• Confident, proactive, hardworking and flexible.
• Exceptional customer facing skills.
• Experience of using MS Office applications.

• Demonstrable team leadership training/experience.
• Prince2 Foundation.
• ICS qualifications.

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 £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 hyperscaler clouds.

With 20+ years’ experience, Claranet has one of the most comprehensive network services portfolios in the UK underpinned by creative commercial solutions. From Cloud Connect services to large Wide Area Network solutions, Claranet is at the forefront of combining network, communications, cloud, and cybersecurity technologies.