Working within the Project Controls Function, the purpose of the Fulfilment Coordinator is to provide end to end support and management for all client service requests within a single account. They play a proactive role in promoting service management methods and standards. This role has a strong focus on the management and coordination of a Telecoms order management process, this involves liaison with internal and external stakeholders to ensure Service Level Agreements (SLA’s) are met and quality outputs are achieved.

Job title:

Service Request Fulfilment Coordinator - 2/2

Job Description:

Service Request Fulfilment Manager 

We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible

We design, build, operate and optimise every form of network service – from Internet to WAN, from LAN to Cloud – with the capability to deliver locally, nationally and globally. Our strategic partnerships with major UK telecoms providers mean we can deliver network coverage across the whole UK. We also have a customer engagement team to keep people online, and a cyber security teams to keep people safe online. With our partner business, Capita IT Services, we’re able to offer an exceptional, scalable range of capabilities - be it within a company’s own network or in the cloud; consultancy or implementation; managed service or full business outsource

The Service Request Fulfilment Manager role in a newly created position working within the Project Controls Function within the Public Service sector of Capita reporting to the Controls Director. The purpose of the role is to provide end to end support and management for all client service requests. They play a proactive part in promoting service management methods and standards. This role has a strong focus on the management and coordination of a Telecoms order management process and involves liaison with internal and external stakeholders to ensure Service Level Agreements (SLA’s) are met and quality outputs are achieved.

The role

Day-to-day management of the Work Order process for incoming requests from the customer and managing the end-to-end process within agreed SLA’s. This includes but is not limited to;

• Reviewing requests for completeness and proactively seeking additional information where required
• Engaging with internal and external contributors to develop and write client proposals
• Liaising with 3rd parties to deliver network moves, adds and changes
• Providing updates on order requests as required (circuits/hardware etc.)
• Document management
• Reporting to both internal and external stakeholders on a weekly basis including the preparation of reporting packs
• Following up actions and providing updates to the client, capturing the communication centrally.
• Configuration Management Database (CMDB) administration
• Responsible for escalations to PMO Programme Manager/ Controls Director.
• Prepare materials for and lead the Proposal Assurance Board (PAB) process, documenting outcomes and progressing approvals within agreed SLA’s
• Responsible for reviewing all proposals to ensure all internal actions have been completed prior to submission to the client.
• Attend and Chair delivery governance meetings to provide progress status updates for completion of the proposal and delivery stage work orders, including preparing a weekly/ monthly report.
• Raising Purchase Orders and Invoice requests
• Track the status of work order updates on a weekly basis, including the extraction of data from the ITSM tool
• Stock ordering and management
• Continual review of processes to ensure these remain fit for purpose in a changing environment
• Utilise stakeholder management skills to ensure colleagues are following appropriate governance and processes.
• Ad-hoc tasks as an when required to support the wider Controls Function

Desired Skills & Experience

• Experience working in Network / WAN/LAN environments would be advantageous
• Remedy/JIRA or other similar ticket management system exposure desired
• Project management experience would be advantageous
• Previous reporting experience (SharePoint list/ Power BI/ Advanced Excel)
• Strong communicator (written and oral)
• Independent thinker who can take initiative
• Advanced MS Office Suite skills are essential

| What’s in it for you? |

• A great basic salary.
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

| What we hope you’ll do next |

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.