Claranet
Change Technical Lead
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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.
The Technical Solutions Change Team Leader is accountable for resourcing and prioritising workloads within the Technical Solutions Change Team, whilst enabling strong customer outcomes and KPI achievement across the function. Approximately six Technical Solutions Change Engineers will report into this role.
Role Mission
Claranet's strategy is built around creating long-term, trusted customer relationships through the delivery of market-leading integrated managed services.
We are seeking a Technical Solutions Change Team Leader to lead and manage the Technical Solutions Change Team, ensuring a seamless technical experience for customers and driving the development and implementation of customer-focused change and governance processes.
Objectives & Key Results
- Protect and promote Claranet's autonomous culture within the Technical Solutions Change Team, empowering engineers and supporting their ongoing development.
- Enable Technical Solutions Change Engineers to effectively prioritise workloads and successfully deliver diverse change and governance activities.
- Lead, mentor and develop the team to ensure technical skills and knowledge remain aligned with business objectives.
- Ensure in-life service KPIs are achieved in line with customer contractual obligations.
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Key Responsibilities
Team Leadership & Service Delivery
- Lead, coordinate, develop and manage a team of Technical Solutions Change Engineers, ensuring high-quality and timely delivery of work.
- Operate as a player-coach, leading by example through both technical expertise and strong leadership skills.
- Drive Technical Solutions Change initiatives and technical configuration activities using recognised change management best practices.
- Develop and implement change management policies, procedures and governance frameworks.
- Ensure customer change requests are delivered efficiently and effectively in line with contractual commitments.
- Maintain a robust customer change framework that supports impact assessment, success criteria, planning, approvals, testing and controlled implementation.
- Identify and implement automation opportunities to reduce complexity and improve both operational efficiency and customer experience.
- Provide technical resource support for managed services projects, including end-of-life and decommissioning activities.
- Troubleshoot and resolve issues associated with customer change implementations, collaborating with wider Technical Services teams where necessary.
People Leadership
- Manage daily team performance and activity, ensuring team members are appropriately trained, experienced and supported in their development.
- Lead, coach and mentor direct reports, providing inspirational and forward-thinking leadership.
- Build strong working relationships with senior stakeholders across the business.
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Candidate Profile
Behavioural Competencies
- Flexible and creative with the confidence to take calculated risks.
- Able to learn quickly and adapt to changing environments.
- Self-motivated and capable of performing under pressure.
- Comfortable managing conflict and challenges in an open and constructive manner.
Technical Competencies
- Strong organisational skills with the ability to delegate, prioritise and manage multiple activities simultaneously.
- Demonstrable experience in technical change management, particularly the delivery of in-life customer change within a managed services environment.
- Proven leadership capability with experience motivating and empowering teams.
- Excellent communication and stakeholder management skills, with the ability to articulate technical concepts clearly.
- Strong analytical and troubleshooting capabilities with the ability to investigate and resolve complex customer issues.
Technical Knowledge
The successful candidate will have a strong understanding of MSP, Cloud, Network and Communications technologies, including:
- Firewalls: Fortinet, Barracuda, Watchguard
- Networking: Cisco, DrayTek, Meraki – MPLS, WAN & SD-WAN concepts
- Traffic Management: F5, Netscaler, Azure Load Balancing
- Communications: IP Telephony, Teams Voice, O365, Exchange & Mail Security
- Hosting: Windows & Linux OS fundamentals
- Systems, Hyperscalars and Platforms: Azure, Meraki, DrayTek ACS, FortiManager, Ivanti Connect Secure
- Good understanding of IT Service Management Principles
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