Current Opportunities at Liquid Intelligent Technologies

ROLE PURPOSE

• To maximize revenue opportunities through establishing, developing and maintaining long-term relationships with strategic customers as well as defining and executing sales strategies that focus on increased sales and profitability.

KEY RESPONSIBILITIES
Strategic Sales Management

• Plan and develop account strategies outlining the sales account plans, forecasts and pipeline management for new and existing clients. Understand customer's strategic, tactical and operational strategy and product/services requirements. Develops and leads the implementation of the account strategies based on customer needs. Ability to understand and articulate the LIT value proposition through solution and strategic approach. Produce Informative, executable and measurable account plan. Engage Executive leadership collaborating to achieve creative solutions to drive positive revenue growth as well as contribute to complex problem solving. Effectively solve problems and manage risk to ensure that set targets are met. Forge high level relationships to expand market share and make LIT the preferred partner. Upsell and cross sell existing and new products and services through diligent, robust and thorough account management principles

Customer Engagement

• Customer engagement sessions to achieve set objectives and goals as set out in the account plan. Oversee and coordinate the relationship between team members in own organization with their counterparts in allocated accounts. Develop a positive relationship with the relevant stakeholders in the account. Set up strategic product and service review meetings.

Account Management

• As aggregated point of contact for the client, drive growth in allocated accounts. Take ownership of new business opportunities and the business case up to the signature of the contract. Identify and evaluate value creating business opportunities – individually and in collaboration with Solutions Architects. Leading the sales opportunity and customer interface for proposals, ensuring information is provided to the Bid team.
• Manage the quote and order process to completion through SFDC. Drive collaboration between internal teams assigned to deliver services and value to customers. Manages pre - and post-sales support areas to ensure seamless introduction of new product services and propositions to accounts.

Achieve Sales Target

• Generate leads and build sustainable pipeline relative to sales target. Convert leads and client generated opportunities to committed orders. Ensure revenue protection mechanisms are operating at optimal levels. Grow client portfolio revenue in line with business financial year targets. Optimal retention of existing business by maintaining minimum target churn rate.

Reporting

• Accurate forecasting and reporting in a timely manner. Provide and present sales forecast reports. Secure reliable business intelligence relevant to new business opportunities.

Requirements

• A related Degree/Diploma and at least 5 years solution sales experience with FSI Enterprise clients in the ICT/Telco industry is mandatory

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ROLE PURPOSE

• Responsible for field operations management inclusive of the implementation and operations team including, but not limited to all the associated technologies, to provide a service that seamlessly integrates into the entire business unit and the overall Network.
• This position includes driving the MTTR and MTTI strategy and maintaining the technical specifications and performance of the network equipment, new customer service performance and facilities infrastructure.
• Develop and maintain policies, processes and systems, and the management of contractors and outsourced vendors to support the implementation and field operations model.
• The role is responsible for managing the maximum possible network facility (power, cooling and infrastructure build) availability and the performance of the entire field operations team.

OPERATIONS – ISP OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)

• Oversees and drives the business strategic plan for preventative, reactive and corrective maintenance on the LITSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport and Managed Services – LAN & Voice)
• Oversees the field resolution capability for all customers to ensure compliance with SLAs.
• Overall management and accountability of operations network towards reduced unscheduled downtime, to deliver a superior service to all customers.
• Strategic management of the fault diagnostics and resolution to ensure it meets LITSA requirements.
• Own, create, review and revise service assurance processes to maintain compliance.
• Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
• Oversee the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments.
• Manage incident escalation resolution matrix operating in senior capacity within the escalation matrix.
• Oversee the overall spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures.
• Oversee the availability of correct test equipment as reported and managed by Line managers.
• Review and approve Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate reoccurrence.
• Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.

OPERATIONS – FACILITY OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)

• Oversees and drives the preventative, reactive and corrective maintenance at all LITSA POP sites (inclusive of Building Infrastructure, Cooling, AC & DC power)
• Management of field resolution capability for Facility Infrastructure at POP sites to ensure compliance with SLAs.
• Overall management and accountability of preventative maintenance activities.
• Strategic Management of the fault diagnostics and resolution to ensure it meets Liquid Intelligent Technologies requirements.
• Own, create, review and revise service assurance processes to maintain compliance.
• Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
• Acceptance and custodianship of POP infrastructure upgrades and new POP sites
• Oversee the overall spares availability for all Network POP infrastructures in collaboration with Engineering.
• Oversee the availability of correct test equipment and tools
• Review and approve Root Cause Analysis for all Major Events on the Network Infrastructure to ensure systems are developed and put in place to prevent or mitigate its reoccurrence.
• Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.

SERVICE DELIVERY – FINAL PROVISIONING

• Manage and oversee the implementation and final provisioning of new services for enterprise and managed services customers.
• Strategic management and monitoring of service delivery targets 
• Ensure overall performance requirements of new services are met to ensure revenue and customer satisfaction.
• Manage and oversee the completion of projects executed by LAN and ISP contractors.
• Oversee and support overall equipment availability and quality of installations at customer premises.
• Manage and oversee the equipment preparation and configurations of new equipment for new services and ensure correct performance against ordered service.
• Effectively deal with customer escalations and complaints
• Ensure compliance to Health and Safety
• Oversee and manage the recovery of equipment (customer cancellations)
• Ensures that all services within sphere of control is maintained.

FINANCIAL MANAGEMENT

• Financial management of the departments spend in line with the approved budget. 
• OPEX: Budget, plan and manage the expenditures and costs against delivered and realized benefits. Ensure spend is within the planned AOP.
• CAPEX: Budget, plan and manage the expenditures and costs against delivered and realized technical or strategic benefits.  spend is within the planned AOP.
• Ensure technical motivations, PR/PO approvals and GRN completions are completed on time.
• Preparation and Management of Annual Operational and Capital Budgets to meet strategic objectives of the department.
• Ensure costs for area of accountability are managed appropriately and contained within agreed budget, variances accounted for and justified. Continuous review of costs and benefits.

MANAGEMENT OF THE BUSINESS UNIT

• Business management of the department, internal and external stakeholders to meet company strategic goals and objectives.
• Develop business plans in line with the business unit goals and objectives to assist in achieving the overall organizational objectives.
• Recognizes areas for internal improvement and develop plans for implementation.
• Ensure that the business unit objectives are met through effective performance management and measurement.
• Operational delivery of strategic objectives by ensuring resources aligned to support accordingly.
• Strategic management of relationships between line of business and the various business partners to deliver superior service.
• Developing and managing various relationships internally and externally to ensure effective service assurance and delivery.
• Lead interactions with internal and external auditors to deliver on favourable outcomes.
• Manage Occupational Health, Safety and Environmental programmes within area of responsibility.
• Strategically manage programmes and processes to support various ISO accreditation.
• Effectively manage vendors and contractors to comply and align with various customer SLAs.

National Support Functions

• Provide technical input into Procurement in terms of RFP’s & RFI’s 
• Represent Business Unit in Technical evaluation of Tender Proposals for both ISP & OSP
• Oversee Service Level Agreement compliance, ensure contract close-out, extension or renewal and monitor transaction compliance
• Ensure that signed contracts are communicated to all relevant parties to provide contract visibility and awareness, interpretation to support implementation.
• Manage contracts as per the agreed SLA and issue penalties where applicable.
• Participate as member of project teams for national roll out of new IT programs, procedures and tools (example: BPM, Service Now, etc.)
• Support Bid Office in terms of tender responses

TEAM MANAGEMENT

• Monitor costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives.
• Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives.
• Manage staff to achieve the departmental objectives in line with the operating plan and company strategy.
• Mentoring of all direct reports to in line with performance management objectives and ensure continuity plans.
• Oversee the development and management of the shift rosters, to ensure 24X7 operations are fully staffed and maintained with competent individuals.
• Manage discipline, corporate governance, training and development, administration, appointments and staffing, performance management, career and succession planning.

Health & Safety and Operations Risks

• Oversee issues and risks raised against all Implementation and Operations activities.
• Initiating extra activities and interventions wherever gaps in the delivery and operations processes are identified.
• Manage and oversee the health and safety of the department and ensure all compliance requirements are met.
• Interact with internal and external stakeholder to implement plans to reduce the risks associated with vandalism and theft of company assets.
• Support, develop and manage the business continuity management plans for departments area of responsibility.
• Ensures that all audits conducted will be clear and no findings are associated with performance, availability, financial or project processes.

Requirements

• MBA or 3-year management qualification / B.Degree/similar technical qualification or relevant technical experience in Operations mandatory
• ITIL V3 Foundation and/or Cisco or similar certification advantageous 
• 10 years' ICT environment 10 years, 5 years of which have been in the Telecommunications environment and including 5 years' leadership experience essential.

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ROLE PURPOSE

• Maximize revenue opportunities through establishing, developing and maintaining long-term relationships with key customers in the mining industry and define and execute sales strategies that focus on increased sales and profitability. 
• Effectively position Liquid Intelligent Technology to be the Technology partner of choice in the market by cultivating relationships, identifying opportunities, and consultatively selling Liquid Intelligent Technologies services and solutions that meets client requirements. Achieve sales targets for the assigned portfolio per segment.

ROLE DESCRIPTION

Effective Account Management

The Account Manager serves as the primary contact liaison and take full accountability for account health including managing internal departmental escalations.

• Create/develop and maintain business relationships with customers, gaining an in-depth understanding of the customer's business and industry.
• Identify key role players and develop and maintain a professional network.
• Develop and maintain an account plan within the context of the customers objectives and segment strategy.
• Understand the customers’ requirements and implement customer business growth strategies in conjunction with Liquid Intelligent Technologies' delivery and support functions.
• Ensure that all sales deadlines are met.

Build and Grow Client Relationships and ensure excellent Customer Experience

• Build trust, credibility, and client referrals.
• Maintain or improve account profitability by customizing solutions as per customer requirements.  Provide input and align to broader Liquid Intelligent Technologies strategies and business initiatives to support the required revenue growth and acquisition of new revenue.
• Identify new market opportunities by selling and integrating Liquid Intelligent Technologies’ offerings to new and existing clients.
• Conduct business professionally and ethically by adhering to all company policies, procedures and business ethics codes.
• Develop a spirit of camaraderie by initiating social events / team building events with customers.
• Compile motivation for refunds and credit notes and keep accurate records.

Development and maintenance of a sales pipeline to reach sales targets.

• Responsible for generating leads and developing a pipeline for the sales segment and for identifying and establishing relationships.
• Provide pre-sales and after-sales assistance in bid/tender processes.
• Manage customer relationships with allocated and new clients, deliver presentations and propose consultation-based solutions.
• Keep abreast of market changes and have a broad understanding of Telecommunication Services, Frameworks, Technologies. 

Requirements

• Relevant Diploma/Degree along with a minimum of 5 years' sales experience in the mining industry with a proven sales track record of selling fully managed services solutions relevant to the mining sector.
• Indepth understanding of medium to large Mining Companies and a technical knowledge of the ICT/Telecommunications industry.

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ROLE PURPOSE

• Senior Solution Architect roles in the Complex Solutions team are responsible for the scoping of as well as the end-to-end architecture and design of complex, bespoke solutions and managed services. The role primarily focusses on Liquid Intelligent Technologies’ strategic customers for the assigned vertical segments within Large Corporates and State-Owned Enterprises.

ROLE DESCRIPTION

• Engage with customers to develop a sound understanding of current business and technical challenges as well as their current strategies (both traditional and digital). The architect must also ensure they have a firm grasp of the macroeconomic environment for their assigned sales vertical segments.

Architecture and Revenue Growth

• Contribute to interdepartmental, highly skilled technical analysis, responsible for all aspects of Complex Solutions designs from concept to development, implementation/integration, launch and on-going product management requirements.
• Provide technical leadership and project management for the development and support of Complex Solutions that will support the assigned Sales segment but offer support and cross skilling to other Sales Segments.
• Perform Assurance that all Complex Solutions offerings integrate and interoperate into the customer’s environment/network.
• Support pre-sales presentations, Bid Management, formulating business cases, and attend national/international industry conferences to actively participate in external standards/regulatory organizations/bodies primarily for the assigned Sales Segment.
• Participate with the Product teams and serve as a technical leader to assist in the development, implementation and integration of Complex Solutions and services.
• Drive the development and implementation of LIT's short term vertical sales technology strategy for the assigned Segment. Contribute to Complex Solutions design methodology and new technology roadmaps to develop bespoke products using relevant tools to rapidly deploy solutions.

Operations

• Support the growth of Complex Solutions proposals for the assigned Sales Segment and monitor their success and opportunities for enhancements by growing revenue wallet share.
• Improve the quality and success rate for complex and customer specific solutions and solution responses within defined timeframes.
• Recognizes areas for internal improvement and suggest plans for implementation.
• Support the assigned Sales departments strategic objectives across all other departments, while ensuring all complex solutions are market leading.

Fulfilment and Assurance

• Ensure technical fulfilment and assurance of all aspects of complex solution design process with focus on: feasibility accuracy for technical solutions; key decision maker for Go/No-Go decisions around RFX’s for sales verticals; creation of a high-level business case and follow feasibility process to address short turnaround time for complex Bids/RFPs/RFIs; review and final signoff on complex solutions RFX /BRS responses; drive adhoc product development for complex client specific solutions per assigned Sales segment; ensure managed service strategy design and fulfilment by investigating and onboarding partners required, to effectivity design, deploy and managed solutions.

Strategic Account Planning

• Drive adoption of new technologies per assigned Sales segment.
• Provide direction for new technologies, services and business models particularly relating to new services e.g. SDN, NFV, Cloud, Digital Technologies (i.e. IoT, Blockchain, etc.) for strategic customers and within Liquid Intelligent Technologies.
• Research technology roadmaps, adoption and key vendor strategies and capabilities per assigned Sales segment.
• Formulate mappings and matrices of customer requirements to technology roadmaps per assigned Sales Segment. 
• Serve as subject matter expert in support of technical white paper and case studies development for new bespoke innovative solutions.

Cross Functional Engagements

• Consultation with Strategy teams in understanding industry specific technology/digital trends including disruptive technologies and new business models.  Consultation with Sales to further understanding of the assigned customer businesses, industries and segments, with the intention of defining future concepts and services i.e. SmartLogistics, SmartBanking, SmartPorts, SmartMining, SmartCities, etc.
• Collaborate with Product for service and solution creation, process integration, billing methodologies, business models and lifecycle management.
• Scoping, defining and approving business cases with Pricing team.
• Assisting Service Delivery in deploying and supporting these unique services to customer networks.
• Creating partner ecosystems for specified sales segments to define and support the end-to-end managed services portfolio.

Requirements

• BSc Engineering or Computer Science degree or B-Tech, N6, NFQ 7 equivalent and Industry Specific Certifications i.e. Cisco, Huawei, Microsoft, Metro Ethernet Forum MEF, etc. mandatory
• 5 years' technical experience in Telecommunication, Internet Service Provider, IT and Networking fields
• Experience in technical field in System Integration, Product Management/development, telecommunications, IT, Solution Architecture, Pre-Sales engineering etc.
• 3 years' solutions technical design experience (MPLS WAN, LAN, Unified Communications, Security, Hosting, Data Centre, Cloud, SDWAN, NFV, Carrier Metro Ethernet, Digital Technologies, etc.)
• Solution design and architecture experience
• Thorough understanding of vendors solutions and technologies
• Project Management experience including the development of project and simultaneously managing multiple projects
• Experience developing service delivery and management processes and in the creation of short-term strategic technology plans
• Experience scoping diverse customer business requirements over all segments and the ability to translate these requirements to define and architect bespoke solutions across technologies, products and services.
• Knowledge of complex customer solutions architecture, design and development for e.g. fixed mobile convergence, triple or quad play services, unified communications and Telephony, cloud services, Data Centre services, SDWAN, NFV, Connectivity, Networking, Security etc.
• Across Technology domains Architecture design coupled with implementation experience

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Project Delivery

• Manage the assurance of Cloud project delivery through / by: - ensuring effective communication at all stages of a project, maintaining a well document project delivery process with clear reporting requirements SLAs, complying with all additional delivery process and change management requirements for successful project delivery SLAs, provide yearly inputs for process reviews OKRs, produce reports to measure project delivery performance during and after completion of all projects, evaluating our delivery methods and implementing industry best practices adopted to ensure the highest level of customer satisfaction, oversee the deployment customer solutions based on best practices including migrations, cloud networking and new set-ups

Customer & Vendor Management

• Maintain accurate customer records, project documentation and technical documentation for each project.  Conduct regular customer feedback surveys and report on improvements required for all Cloud services
• Maintain a clear overview of all projects, their revenue and cost and performance to milestones, along with resource consumption 
• Maintain accurate third-party vendor documentation, including quotations, proposals, diagrams, certifications and proof of execution 
• Monitor all vendor service delivery and define reporting, escalation and remediation processes.  Maintain records for internal and external resources available for Cloud Project Delivery including internal staff, and external service providers 

Internal engagement

• Cross functional engagements, Sales support, Service Desk, Products, Bid Office & engagement with Engineering Feedback from KAMs, Bid Office, Products, Engineering on engagement and support on quality of submissions
• Training for sales, architects, customer employees and product teams 
• Assist with technology selection and vendor selection for product management 

Technical

• Leading the solutions architects and Cloud engineering teams to iterate through design and deployment tasks to identify dependencies and resolving design conflicts to ensure project success. Maintaining an up to date skillset that translates into secure, cost effective project delivery aligned to industry best practices

Requirements

• Degree in IT, Project Management or Business-related field and Post-Graduate 
• Project Management Professional (PMP) or PRINCE2 Project Management 
• Microsoft Azure Fundamentals / Microsoft 365 Fundamentals / Additional Microsoft or AWS Cloud-related certifications 
• Industry certification e.g. ITIL, Cisco (CCNP, CCDP, and above), CECP(MEF) 

Experience

• At least 4 years' demonstrable experience in delivering complex projects, ideally in an IT or managed service provider setting
• Experience in business processes and outsourced services and demonstrated experience leading complex teams, managing internal and external resources
• Extensive experience in the IT or Telecoms industries
• Experience of working in a close Agile / Scrum teams. In-depth knowledge of various IT or Telecoms technology architecture domains and convergence.

Knowledge Areas

• In-depth understanding of IT services, IT service delivery and IT project management
• An in depth understanding of Public/Private/Hybrid Cloud solutions and experienced in integrating public cloud into traditional hosting/delivery models
• Experience in evaluating existing digital strategies and in conducting operations analysis, TCO analysis, security considerations as part of a wider Cloud Adoption Framework
• Knowledge of converged solutions design and development, as it relates to Cloud services and unified communications
• Cross Domain Technology Architecture knowledge coupled with implementation experience
• Industry knowledge of Data Centre trends, Software Defined Data Centres, Hyper Convergence, Cloud Technologies (Public, Private and Hybrid)