Client Services Partner

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Date: Oct 5, 2017

Location: Winnersh, WOK, GB, rg41 5tp

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Summary

Client Service Partner

Location (Country): Winnersh Triangle, Berkshire, UK

Purpose of Position:

The CenturyLink AS EMEA Senior Client Service Partner is accountable for delivery to CenturyLink clients working across the service lifecycle, service delivery and program and project management ensuring revenue retention and growth as well as customer satisfaction.  This role has direct responsibility for assuring both client and sales intimacy across all business vertical. Additional responsibilities include maintaining established delivery and quality metrics, developing strong relationships with a broad array of business executives and assisting the sales organization in maintaining those through delighting in their delivery experience.  The Delivery leader will develop a successful team of direct reports and cross organizational processes in support of improving client relationships.  Industry and leadership experience are core competencies needed to provide business, financial and contractual guidance to managers and other direct reports. This position will include an element of P&L accountability.

Job Description

Position Summary:

  • Work at different levels within CenturyLink and the client organization
  • Maintain direct involvement with client executives and mentor direct reports
  • Contribute and implement new ideas that lead to a more cost effective delivery and program management, including advising on global change process
  • Schedule and lead effective team meetings which will include field and or corporate resources aligning to global standards and processes as required
  • Establish and maintain an active local or regional network of qualified, successful candidates for individual contributor support positions
  • Continuously improve the customer experience by taking ownership and holding teams accountable via customer link
  • Single senior point of contact and accountable for actions resulting from the Sales organisation requirements and escalations for all delivery related matters.
  • Take a kaizen approach to all aspects of the account
  • Liaise with clients on all PPM and delivery escalations as required
  • Carry out governance checks to ensure the portfolio of projects remains within time, cost and quality tolerances.
  • Work with the PMO to produce timely and accurate management reports.
  • Engage with Engineering Team Leads and other Department Heads to prioritise projects and available resources.
  • Co-ordinate across the Service Delivery and Program Management functions to align the sales pipeline with available PPM and Engineering capacity and assign PM’s to new orders.
  • Ensure PIR reviews are carried out and lessons learned are driven through to successful implementation.
  • Ensure PPM’sand Service Delivery Managers resolve CMDB discrepancies within agreed OLA’s
  • Work with the Bid Team, Sales and Professional Services representatives, where appropriate, to develop the CenturyLink bid in response to a major RFQ.
  • Demonstrate commercial awareness by selling additional services and/or equipment.
  • Other duties as assigned

Qualifications

Minimum Requirements:

  • Bachelor’s Degree or equivalent experience
  • Significant progressive experience, including experience in delivery, technical implementation and program and project management.
  • Previous leadership experience with direct reports
  • Ability to identify, recruit and develop a high performing staff
  • Excellent planning, decision making and problem-solving skills
  • Ability to be flexible and adapt quickly to change
  • Proven track record of  multiple complex client migrations and renewals and on-going service delivery management
  • Project and Program management experience on complex IT projects 
  • Experience managing large/complex Programmes of work
  • Proven Project Management skills in a technical environment, with sound commercial understanding
  • Experienced in delivering projects to clients ensuring customer satisfaction.
  • Expert knowledge of MS Office and MS Project
  • Experienced and qualified in the application of Project Management methodologies preferably Prince2
  • Knowledge of techniques for Programme management, preferably MSP.
  • External customer management experience, preferably on an international basis

 

Preferred Requirements

  • Demonstrated level of success in the development of delivery and project management teams and individual contributors
  • In-depth knowledge of CenturyLink offerings, products and services
  • Strong existing industry relationships
  • Industry knowledge of migrations, SLAs, contract terms, service reviews, managed hosting, colocation, datacenter operations
  • ITIL, PMI, technical certification tracks

Education

Masters or Equivalent

Bachelors or Equivalent

Alternate Location:  UK-Berkshire-Winnersh 

Requisition #: 154611 

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 


Job Segment: Engineer, Program Manager, Consulting, Data Center, Engineering, Management, Technology, Customer Service


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