CenturyLink CLIENT RELATIONSHIP PARTNER in Winnersh, United Kingdom
CenturyLink (NYSE: CTL) at http://www.centurylink.com 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 at http://www.centurylink.com/ for more information.
Client Service Partner
Location (Country): Winnersh Triangle, Berkshire, UK
We are the third largest telecommunications company in the United States. With deep IT infrastructure experience, plus an advanced network at the foundation, CenturyLink’s agile and customizable hybrid IT solutions enable businesses to focus on delivering results for their customers. CenturyLink accolades include being ranked No. 3 on CRN’s “20 Coolest Cloud Infrastructure, IaaS Vendors of 2014,” named as the No. 2 retail colocation provider in the U.S. by Synergy Research Group and Frost & Sullivan, and earning multiple cloud and managed hosting recognition from leading technology analyst firms. An S&P 500 company, CenturyLink is among the Fortune 500 list of America’s largest corporations.
EMEA CenturyLink delivers innovative network, cloud and data center services for businesses around the world and employs over 500 employees across the region.
Our team operates as an extension of our clients business. Our clients put their trust in our people and our solutions and we deliver to that trust. We collaborate internally and externally with credibility and discipline. We demonstrate agile leadership with a confidence in our abilities to deliver, whilst at the same time ensuring that we continue to raise the bar in all that we do. Our people are encouraged to face challenges with courage and confidence and to remember that our clients have placed their trust in what they do each day.
Purpose of Position:
The CenturyLink AS EMEA Client Service Partner is accountable for delivery to CenturyLink clients working across the service lifecycle, service delivery 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 internal stakeholders and assisting the sales organization in maintaining those through delighting in their delivery experience.
Be a point of ownership for the Client issues
Work at different levels within CenturyLink and the client organization
Maintain direct involvement with operational stakeholders in the client organisation
Contribute and implement new ideas that lead to a more cost effective delivery and program management, including advising on global change process
Monitor request cases, Incidents and changes ensuring compliance to contractual obligations
Provide management reporting on all elements of the managed services ranging from on premise to remote infrastructure
Continuously improve the customer experience by taking ownership and holding teams accountable via customer link
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.
A level or equivalent experience
Experience in a customer facing role
Exposure to technical operations with conceptual knowledge of managed hosting
Excellent organisation and problem-solving skills
Ability to be flexible and adapt quickly to change
Proven track record of providing excellent customer service
Understanding of ITIL
Demonstrate to build a career in Service management
In-depth knowledge of CenturyLink offerings, products and services
Previous experience in a hosting or managed services organisation
Experience in managing incidents in an enterprise environment
ITIL, PMI, technical certification tracks
Success will be measured by what you accomplish and how you accomplish:
Manage Service Delivery workgroups to ensure operational performance standards are met to support company and department performance management objectives
Continually evaluate current business/process and realize full potential
All employees or contractors that work on behalf of CenturyLink UK Ltd may be asked to undergo vetting or security clearance based on the work carried out and the requirements of our Clients. It is a condition the successful applicant is able to pass these checks.
- This position description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee
Alternate Location: UK-Berkshire-Winnersh; UK-London-Fleet Place
Requisition #: 192229
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/