IT Onboarding Lead

Job Title: IT Onboarding Lead

Salary: £40,000

Location: Remote with the ability to trave frequently across the UK

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

The role of IT Onboarding Lead is a pivotal role working with clients transitioning to Focus Group for their IT Managed Service ensuring the highest quality of customer experience and due diligence for those customers. You must have strong technical knowledge as well as strong documentation and planning skills.

You will be the primary person responsible for the onboarding and transition of customers from their incumbent provider, owning the end-to-end process for onboarding and transition, working with other key departments to deliver the outcome as well as providing direct hands-on elements.

You will work closely with the Technical Delivery and Service Operations teams, ensuring all components required for the successful transfer of the customer are collected and documented.

Essential Skills

• Demonstrable experience in an IT Project Management / Technical Delivery or Support role.
• Excellent written and verbal communication skills.
• Excellent attention to detail.
• Ability to be flexible as you may be required to adjust working hours or travel to site for some client onboardings.
• You must have a full valid UK driving license.
• Able to manage and prioritise your own workload based on customer requirements.
• Punctual and responsible with excellent time management.
• Ability to be able to work independently where required.
• A desire to grow and expand your technical knowledge and customer service skills.

Desired Skills

• Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco).
• Have an active Microsoft certification (e.g. AZ305, MS100, MS101)

Principal Responsibilities & Duties

• Lead the transition of customers IT Managed Service from existing suppliers to Focus Group using the provided tools and processes.
• Work with customers, pre-sales and sales post go-live on discussing and explaining risks identified during the onboarding.
• To review customer/onboarding requirements as presented by the sales team and clarify and/or challenge as appropriate with a view to kicking off the project within the agreed SLA or sooner.
• Produce and execute the onboarding plan ensuring clear and regular communication to and appropriate engagement of all necessary departments involved whilst continually ensuring an exceptional customer experience.
• The timely identification and tracking of risks and issues for each project, managing through to resolution (or acceptable limitation).
• To conduct and attend Project Meetings with customers as required.
• Review technical documentation to ensure accuracy, including incumbent handovers and new documentation curated by Focus Group engineers.
• Act as an escalation point for your area for onboardings, providing support to other Project Managers who will independently deliver their own onboardings.
• Liaise with technical pre-sales consultants, project management teams, 3rd Line Engineers and Service Desk Engineers on a regular basis.
• Support onsite engineers with the components of onboardings they will deliver on your behalf.
• Interface with management, colleagues, clients, and vendors to implement solutions to meet stated project requirements.
• Provide non-technical transition documentation in relation to your projects including risk logs, scope of works and transition strategy’s.
• Delivery of onboardings within allocated time budgets and KPI’s.
• Production of technical statement of works and high-level project plans.

Future Career Opportunities

• Team Manager / Team Lead
• Enterprise Project Manager
• Technical Pre-Sales Consultant

Benefits

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.