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Position Title:                       Service Provisioning Officer

 

Reporting to:                       Director of Fabrix

 

Location:                               Edinburgh, UK

 

Hutchinson Networks is one of the fastest growing technology companies in the UK. We specialise in provisioning of IT infrastructure and networking services worldwide.

 

Fabrix is a public cloud platform built by Hutchinson Networks team in 2015. Fabrix is a Cisco case study in software defined networking, providing a growing list of cutting-edge cloud services to our clients including IaaS, backup, disaster recovery, business connectivity and hosted voice.

We are currently looking for an experienced Service Provisioning Officer to support the growing Fabrix customer base.

 

Fabrix offers a range of products and services supported by a number of vendors. The Service Provisioning Officer ensures that these products and services are delivered to our customers in an efficient, timely and accurate manner, processing all incoming internal and external orders, requests and modifications.

Servcie Provisioning Officer is responsible for managing orders through proactive chasing the vendors and internal teams for updates, passing those updates to the customer, and managing customer expectations throughout the service provisioning process. The role also requires the Service Provisionign Officer to follow carrier escalation paths to own and drive escalations when necessary to make sure that orders are kept fluid, identify and resolve issues causing delays.

This role would suit a highly organised and methodical individual who is equally comfortable speaking with customers and vendors, as well as other departments internally. The successful candidate will be technically proficient, extremely attentive to detail and comfortable interfacing with web-based vendor portals.

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the role

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Essential Duties/Responsibilities

  • Accurate interpretation of the customer requirements and orders to enable a clean and timely service
  • Ownership of the full provisioning lifecycle including ordering, updating and exception handling with suppliers and providing updates to customers
  • Acceptance of inbound telephone calls and responding to specific queries related to the role from both customers and suppliers
  • Provisioning of public cloud, WAN, Internet, SIP and other connectivty services
  • Building and maintaining of strong partnership with Fabrix vendors to enable timely completion of customer orders
  • Identification and resolution of the issues causing customer and carrier delays, ownership and driving of the carrier escalations in accordance with the relevant carrier terms of service
  • Regular updating Fabrix internal and external customers on order progress
  • Building and maintaining of excellent stakeholder relationships gaining a wide range of knowledge across the product catalogue, order systems and processes
  • Proactive and accurate update of Fabrix customers throughout their provisioning case(s)
  • Manging appropriate customer expectations, and always delivering on what has been promised
  • Being constantly aware of the vendors’ current product portfolio, industry legislation and service provider best practice

 

Essential Skills and Experience:

  • A demonstrable track record in a customer care / service delivery role
  • Strong ability to work within a fast-paced and high-pressure environments
  • Understanding of cloud and business connectivity services
  • Previous experience in handling customer orders, requests, tickets
  • Excellent communication (verbal and written) and relationship management skills
  • Exceptional attention to detail
  • Ability to prioritise workload and manage working time effectively
  • Excellent organizational skills with the ability to team up with others to develop and implement complex projects
  • Ability to work on a variety of projects without supervision

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