About The Role Essential duties and responsibilities Update systems and tools with accurate information to allow solutions to be built right first time and to allow other areas of the business the ability to support our customers. Input into the production of a weekly and monthly Service Delivery WIP Reporting: progress against monthly delivery targets, delivery schedule of all orders in progress, problem orders, etc. Manage any change requests for orders in progress with Sales Support function and, if needed, Solution Architects, gaining appropriate customer approval and ensuring any additional costs are approved and charged. Identify any area of risk to order progression and liaise and escalate in accordance with team processes ensuring risks and escalations are understood, communicated and minimised To ensure that all orders are handed over to both the customer and support function in a timely and effective manner Work closely with suppliers in ensuring the timely delivery of 3rd party services and manage any jeopardy situations, like Telco wayleaves, council permissions, excess charges, etc. Support the Project Managers on major projects maintaining project documentation where required, such as RAID Logs, WIP and Highlight reports. Attend Project Kick off, Project Review, and Project Closure Meetings where required. Work with the Service Managers to build strong relationships with Service Managed customers, act as customer champion for Service Delivery and attend Service Reviews where required. Manage or work on internal projects as required. About You Behavioural competencies – organisational and behavioural fit Exceptional customer facing skills Confident, proactive, hardworking and flexible The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload Proven written and oral communication skills including excellent telephone skills Ability to work as part of a team, with a flexible approach to work and willingness to learn 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 without close supervision in a fast-paced environment with tight deadlines Critical competencies – technical fit Substantial experience of providing high level project administrative support or administrative support in an IT services environment In addition, the following are highly desirable: ITIL v4 and Project Management knowledge desirable Demonstrable commercial understanding/acumen Educated to NVQ level 4, degree/HND or equivalent qualification/experience