Managed Services Co-ordinator

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Modality Systems Ltd one of the largest dedicated Microsoft Skype for Business practices in the world supporting customers in more than 100 countries. Our proposition, which is designed to support a customer through every stage of their journey to advanced collaboration, is underpinned by a highly qualified and well respected team of experts with a wealth of experience.

On June 6th 2016, Modality Systems announced they had been awarded Microsoft Communications Partner of the Year 2016. This award recognises Modality Systems among a global field of top Microsoft partners for demonstrating excellence in innovation and implementation of customer solutions based on Microsoft technology.

As part of its continued growth, Modality Systems is seeking to strengthen its Service Management function through the recruitment of an experienced and skilled Managed Services Co-ordinator.

The role:

This role forms part of the Service Management Organisation (SMO) and is responsible for the management of customer support contracts from project on boarding and support transition, invoicing and contract renewal.

The role requires a confident, experienced and self-starting individual who is comfortable working at all organisational levels.

Able to work with minimal supervision, you must have the experience and confidence to be able to advice in relation to support contracts and the renewal process whilst challenge or suggest improvements to internal Modality processes and practice.

Central to the role will be the contribution to review of Statements of Support, undertake support transition, on boarding and acceptance into service, (AIS with on-going contract tracking, reporting, issue management).

Strong departmental relationships are paramount with communications and documentation being authoritative, precise and credible. You will be flexible and responsive to changing business needs.

Specific role requirements

- Administer customer contracts and renewals (including the creation and invoicing of)

- Manage customer on boarding and AIS (Acceptance Into Service) activities

- Review contract pipeline

- Triage work into Support Teams

- Co-ordinate template documentation with SDM’s (Service Delivery Managers)

- Provide departmental reporting and status updates

- Assist with Support documentation and co-ordinate internal tasks there of

- Manage and administer Support SharePoint site

- Manage and administer asset management databases

Essential Skills/Experience:

- Experience in a challenging, deadline and deliverable-oriented environment

- Ability - confident, credible and authoritative demeanour - to ‘shape’ a project and influence customers and internal departments / stakeholders

- Excellent organisational skills

- Excellent written/verbal communication skills….a good ‘diplomat’ and relationship builder

- Commercial acumen but balanced with strong focus and empathy

- Experience dealing with internal departments and business stakeholders, at all levels

- Good working knowledge of Office applications (particularly Word and Excel)

- Experience in analysing data and reporting

- Ability to manage multiple tasks

Desirable skills/experience:

- Experience working in a managed service / support environment

- ITIL V3 Foundations

- Knowledge of MS Project

If this sounds like the right opportunity for you, please ensure you forward BOTH your cv AND a cover letter/email indicating why this is right for you.