Solution Delivery Partner

13 Jul 2021
03 Aug 2021
Contract Type
Full Time
Job Description / Advert - Solution Delivery Partner
Salary: Dependant on experience
Hours: Monday to Friday 08:30 - 17:30
Holiday: 25 days + bank holidays
Location: Horsham, West Sussex
The Solution Delivery Partner (SDP) is responsible for the planning and delivery of new orders on behalf of G4 customers. You'll be required to define a clear schedule, in line with SLAs and will be expected to deliver a first-class service to customers, ensuring outstanding levels of customer care. During the delivery of a new order, you'll be required to provide the customer with regular and meaningful updates, ensuring expectations are realistically set and met if not beaten. You will also support customers with technical aspects of the delivery of their solution and will be expected to communicate clearly and professionally both internal and externally.
- Follow defined New Order schedule and plan accordingly to ensure solution is delivered in line with SLAs/OLAs, managing customer expectations
- Manage New Deal tickets for system installations, MAC's and complex data circuits by having a clear understanding of customer requirements
- Manage complex change orders to existing services
- Ensure all allocated new customers receive an initial solution discovery call to identify and define project requirements, scope and objective
- Place orders for licences and hardware for all Hosted New Orders, ensuring that orders placed are in line with the solution agreed with the customer
- Support and coach the SDC's to ensure effective delivery and installation of broadband, line, calls, numbering, and porting orders raised on your behalf
- Oversee and manage porting orders, ensuring no impact to smooth delivery
- Communicate clearly both internally and externally to ensure a quick schedule turnaround - build rapport with key suppliers
- Escalate orders with suppliers for service failures in line with G4's policies and procedures whilst using initiative to exceed customer expectations
- Provide regular updates to our customers in accordance with the CSP
- Liaise closely with the SD Team Lead and Engineering Team Lead to ensure workstack and schedules are met. Ensure site readiness for scheduled engineer installation
- Produce a handover document for New Deal tickets for technical support as the solution completes
- Own customer issues relating to the delivery of services through to resolution and escalate where required
- Adhere to company work instructions, relating to internal CRMs, supplier escalations and customer complaints
- Work collaboratively within the team, being pro-active when it comes to personal development, communicating any key areas where further development is required
Key Requirements
- Comfortable engaging with customers at multiple levels and have a strong understanding on the importance of delivering outstanding customer service
- You'll possess exemplary customer service skills and will have a professional and friendly telephone manner and communication style
- Interest in data networking and IP telephony
- Experience of working with wholesale suppliers such as BT, Virgin Media, Talk Talk etc
- A people person
- Core understanding of steps required to deliver data connectivity
- Understanding of steps required to deploy both local and cloud hosted IP telephony solutions using internal and third-party engineers
- Must be able to work within a fast pace working environment. Resiliency when working under pressure is a must
- You'll be a forward-thinker with exceptional organisational and planning skills
- Effective prioritisation and time management skills
- Have strong IT skills and a working knowledge of windows-based packages and other databases
- You'll be a proactive learner and will gain knowledge of new products and technologies when required
- Reward and recognition awards
- Holiday entitlement 25ays' increasing to 30 days with service (plus bank holidays)
- Free parking
- Pension scheme
- Death in service benefit
- Sky TV
- Ongoing training and development
- Free fresh fruit, tea and coffee / Friday beer fridge!
About Us
Global 4 are leading providers of telephony solutions and services in both business to business (B2B) and business to consumer (B2C) markets. There are two things we are passionate about - employee satisfaction and our customers. We are committed to delivering first class customer service, achieved through continuous on-going employee development, reflected in our various awards and accreditations.
Global 4 are proud to be an Equal Opportunities and a Living Wage Foundation employer.
For further details, please contact our in-house recruitment team either via email: (url removed) or by telephone on (phone number removed)

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