At IntegrationWorks the Technical Delivery Lead (TDL) position ensures that our clients receive excellent services from engagements with our Integration Consultants. The TDL will own the project delivery processes, the standards for delivery and will liaise with key stakeholders internally, whilst building and maintaining valuable business relationships externally with the client. The quality of our work is our value proposition and aligns with IntegrationWorks’ standards. You will be responsible for post implementation hand over (through warranty) in order to up-skill our Operations Team (BAU).

KEY TASKS AND RESPONSIBILITIES

• Management of client relationships
• Client liaison to understand current requirements and anticipate future needs
• Own the service delivery process, ensuring efficiency, cost-effectiveness and quality
• Frequent reporting to leadership team on current activities, anticipated periods of growth and process improvement
• Monitor client engagements for customer satisfaction, eliminating bottlenecks and providing issue resolution
• Actively participate in sales activities, pre-sales activities and delivery remediation activities
• Management of vendor relationships
• Actively identify partners that would benefit IW
• Draft Statements of Work(s) and license transaction(s)
• Undertake tender and pre-tender activities

Requirements

• Display strong orientation towards ensuring client satisfaction and service delivery
• Reliable and able to produce a high quality of work
• Understanding of ITIL-based activities, operations and performance management (ITIL foundation certification is desirable)
• Working knowledge of Confluence/Jira or other similar knowledge management platforms
• Experience with complex business solutions, networks and data centre environments (on-prem & cloud)
• Ability to generate strategic reporting from tactical and technical information
• Prior experience in designing and documenting processes is highly desirable
• Excellent verbal and written communication skills and are able to engage across all levels in the business
• Ability to effectively manage work processes and proactively manage situations to achieve the desired outcomes
• To work under pressure and think clearly in challenging situations in a logical manner
• Demonstrated proficiency in preparing client/service documentation
• Proficiency in Microsoft Word, Excel and Outlook computer skills