I.T. Alliance Group is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As an organization we offer all our employees access to an online training platform, career progression and a supportive environment.

We are looking for an experience SDM with an interest in developing into presales area. The successful candidate will be able to take on the task of developing and refining the managed services sales collateral working within the Presales and Managed Services team. It is envisaged that after 6 months; this role will align 70% to presales solutioning and 30% to Service Delivery on designated accounts. The role is permanent full-time in our Park West Dublin 12 office.

Successful candidate will have:

•                 Experience working in Service Delivery with minimum 5 years in a leadership role

•                 Knowledge of Service Desk, deskside, infrastructure operations and service management.

•                 Has good experience in solutioning for new business.

•                 Translating client’s expectations and requirements into real deliverables.

•                 Convert requirements into detailed documentation.

­       Experience in writing and developing Statements of Work (SOW).

•                 Working to tight deadlines

•                 Managing to customer targets and SLA’s with strong focus on customer satisfaction.

•                 Process orientated and adherence to governance requirements.

•                 Process development and enhancement capabilities of collateral.

Your main responsibilities will include:

1.      Pre-Sales (70%):

• ·        Candidate will be working with internal teams to obtain an in-depth understanding of the services and the documentation requirements.
• ·        Actively and comprehensively take ownership and manage all the managed services tenders and proposals, ensuring the timely submission of bids.
• ·        Provision of managed services support to the sales team (pre-qualifications, proof of concepts, solution overview etc)
• ·        Development of solution propositions and collateral including presentations.
• ·        Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.
• ·        Managing responses to supporting our direct market and on behalf of our partners.
• ·        Ensure that all bids are managed in accordance with I.T. Alliance’s Presales bid lifecycle process.
• ·        Maximise personal contribution to the success of the Pre-sales team and of I.T. Alliance Business and the Group overall.
• ·        Write, and review proposals from inception to final delivery, managing to meet schedule through the Requests for Information (RFI) and Requests for Proposal (RFP) process.
• ·        Read, review, analyse and interpret solution requirements and objectives of solicitations and other documents.
• ·        Review and proofread documentation produced by team members.
• ·        Contribute to the working methods and processes of the team.
• ·        Experience in writing ICT Professional and Managed Services solutions.

2.      Delivery Management (30%):

• ·        Represent the Managed Services delivery team during transitions of newly acquired services.
• ·        Ensure correct structure and standards are in place for handover to BAU team.
• ·        Ensure smooth service handover to ongoing service delivery manager.
• ·        Responsible for stakeholder management within the account, liaising with senior managers and developing relationships with key stakeholders to protect our interests.
• ·        Help drive Customer Satisfaction ensuring customer loyalty and retention.
• ·        Understand the client’s expectations and develop strategies to exceed and continuously improve.
• ·        Work closely with the sales teams and operations manager in this area to identify new opportunities and value add across the services you are responsible for.
• ·        Ensuring that succession plans are in place as part of the development programs.
• ·        Ensure all service documentation both technical & operational is up to date and available in the correct location.
• ·        Own the transition project for the onboarding of any new services within the account.
• ·        Commercial management of the account ensuring service is profitable, upselling opportunities are identified, changes are recorded, and projects are delivered profitably.
• ·        Implement strong Change Control process across the service ensuring that all changes are tracked and modifications to services for value add and additional revenue opportunities are captured.
• ·        Develop the overall governance structure for the accounts ensuring the correct processes and procedures are in place.
• ·        Responsible for customer satisfaction for the service.
• ·        Creation of OLA document to ensure everyone is aligned to deliver intended SLA’s.

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