Technical Lead, Management

Position: Change Technical Lead
Position Summary

The Technical Solutions Change Team is responsible for the provision of in-life change to customers across the breadth of Claranet’s portfolio. This includes the management of technical configuration across customer solutions, as well as the development and implementation of change and governance processes relevant to Claranet customers.

In particular, the Technical Solutions Change Team Leader will be accountable for resourcing and prioritising workloads within the Technical Solutions Change Team, and for the enablement and enhancement of strong outcomes and KPI fulfilment across the team. c.6 Technical Solutions Change Engineers will report into this role.

Objectives & Key Results

Key Responsibilities

* Understand and protect Claranet’s autonomous culture within the Technical Solutions Change Team, ensuring all Technical Solutions Change Engineers are empowered in their roles and encouraged to develop their skills

* Ensure that Technical Solutions Change Engineers can effectively prioritise their time and develop and implement a diverse range of change and governance processes

* Lead, mentor and manage the Technical Solutions team to ensure their skills and knowledge are up-to-date and aligned with the organisation's goals

* Ensure in-life KPI’s are delivered in line with customer contractual obligations

Essential Duties

* Manage, coordinate, lead and develop a team of Technical Solutions Change Engineers, being accountable for the high quality and timeliness of their outputs

* A player-coach role that leads by example with excellent technical expertise and soft skills

* Drive forward and progress Technical Solutions Change initiatives and technical configuration, using best practice change management methodologies and principles where relevant

* Develop and implement change management policies and procedures to ensure the effective resolution to all customer change requests

* Ensure that we are delivering change in the most effective manner that delivers our contractual outcomes

* Ensure the customer change framework allows for assessment of impact and success criteria and that requests are planned, approved, tested, and implemented in a controlled and standardised manner

* Design and implement automation where possible to reduce complexity and improve customer experience and effectiveness

* Provide resourcing for in-life managed services projects, including end-of-life and decommissioning activities

* Troubleshoot and rectify issues associated with the implementation of customer change and work with colleagues within the Technical Services department for escalation and consultation

People Leadership

* Manage the day-to-day performance and activity of the Technical Solutions Change team, ensuing all staff are sufficiently experienced, trained, and qualified, and can access relevant opportunities to upskill

* Lead, direct, coach, and develop direct reports, providing inspirational and forward-looking leadership

* Build trusted relationships with senior stakeholders across the business

Critical Competencies – Technical Fit

* Strong organisational skills, including the delegation, prioritisation and management of multiple tasks simultaneously and effectively

* Strong knowledge and experience relevant to technical change management – in particular the delivery of in-life change to key customers – in order to perform complex tasks competently, confidently, and consistently

* Proven leadership capacity, with the ability to empower and motivate direct reports

* Excellent communication and interpersonal skills, in order to influence and engage stakeholders at all levels, and to synthesise technical change processes into their clear impacts and benefits

* Able to investigate, gather technical…