Tag: Maximise

Service and Problem Manager



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Reporting to: IT Service Manager
Benefits: 23 days paid holiday plus bank holidays, healthcare.

APSU Managed Services Team

APSU Manage Services team provides high availability, iSeries, Wintel, and network services to a large client base 24/7 x365.

The Role:

The primary purpose of the role is to assist the IT Service Manager with supplier and client relationship management and service improvement. This will be performed by conducting meetings, both on site with the client and remotely via telephone and video conference. In addition the Service and Problem Manager will ensure that all activities performed by APSU’s Managed Service Team are delivered within APSU’s service level agreements by auditing the service delivery and operational tasks performed by the technical teams within APSU’s Managed Services Department, based in Binley, Coventry and South Cerney, Cirencester. The successful candidate will become a member of APSU’s security management forum that’s responsible for managing security controls for APSU’s ISO27001 certification.
The secondary purpose of this role is problem management. The objective of Problem Management is to minimize the impact of problems on the organisation. Problem Management plays an important role in the detection and providing solutions to problems and prevents their reoccurrence.

Location:

The role is primarily based at the APSU South Cerney office with one day per week (where possible) based out of the Coventry office. Travel to client sites will be required for this on a weekly basis as defined by the IT Service Manager.

  • Liaise with customers for escalated support issues/outstanding problems or account management issues
  • Conduct Service Review Meetings in line with the customer contractual obligations
  • Produce Service Review Meeting minutes
  • Proactive involvement in defining service level agreements (SLAs) and ensuring clients’ expectations around service levels are met or ideally exceeded.
  • Monitor and report on outstanding incidents against SLA
  • Advise and support the IT Service Manager in all matters technical and operational
  • Ensure that the Service Management system is used correctly and incident updates are performed on a regular basis
  • Communicate effectively within both the Support team and across all other internal departments to ensure the effective escalation and resolution of customer problems
  • Contribute to the overall APSU Service Improvement Program
  • Work in accordance with established departmental procedures and guidelines
  • Work effectively within a team environment offering support to colleagues
  • Coordinating transition projects
  • Undertaking any other tasks as defined by the IT Service Manager in order to improve the performance of APSU
  • Establish a problem management system
  • Provide problem management control
  • Proactively manage problems arising from incidents
  • Conduct major problem reviews
  • Provide the management team regular problem management reports

The Person[br]

  • Natural ability to build professional client relationships
  • A keen Interest in developing in an IT management role
  • Possess excellent communication skills and a good telephone manner
  • Ability to accurately minute supplier and client review meetings
  • Analytical and able to think laterally
  • Has a considered and calm disposition
  • Has the ability to handle high volumes of work within a stressful environment
  • Can manage a number of tasks at a time whilst tracking the progress of customer issues
  • Capable of dealing with technical and non-technical questions and escalations
  • Current, full driving licence
  • “Can do” attitude to change
  • Experience:[br]

    • A proven track record of customer management is essential
    • A good knowledge of iSeries, WINTEL, Network and Virtual technologies is essential
    • Experience in a Service/Operational background essential
    • Proven experience of a Service Desk or remote customer support role
    • Good organisational skills and high level of service focus
    • In depth knowledge of incident, risk and problem management
    • ITIL Foundation Certificate desirable
    • A broad range of IT skills

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    Ref: JD2022

    Download and print the job description by clicking here.

    [/gn_note]

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    Apply

    Please submit your CV and covering letter detailing your relevant experience to recruitment@apsu.com.

    For more information about our available careers / positions, please contact the HR department on (+44) 01285 862 100 or alternatively please email recruitment@apsu.com. Please make sure you quote the reference number for the specific job when contacting us.

    APSU is committed to being an equal opportunities employer. Our employment policy aims to ensure that staff are employed on the basis of ability and the requirements of the job and that no job applicant or employee receives less favourable treatment because of race, religion or religious belief, colour, nationality, ethnic origin, gender, marital status, sexual orientation, disability or any other grounds which are unjustifiable in terms of equality.

    Please note:
    We do not accept unsolicited emails, phone calls or applications from recruitment agencies and we are not responsible for any fees related to unsolicited resumes.

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    APSU Careers
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    Annuity Management Client Manager



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    Reporting to: Director of Annuity Management
    Salary Range: Negotiable

    Benefits: 23 days paid holiday plus Bank Holidays, Healthcare, Car Allowance.

    Maintenance and Contracts Department

    The Annuity Management Department is responsible for all aspects of annuity contractual business. The department covers a host of offerings ranging from break/fix hardware maintenance, software support through to hosting and outsourcing. The department provides full pre-sales and technical support to the sales team and provides directly to clients, sales quotations and support. The department is responsible for around 35% of the company revenue through annuity and incremental business.

    The Person:

  • Proven sales experience, preferably selling Maintenance and Support Agreements
  • Strong commercial awareness
  • Confident, self motivated and used to dealing with persons, at all levels, in a calm manner
  • Committed, ambitious, innovative and thrives on new challenges and targets
  • Proactive and dynamic
  • Capable of working as part of a team or under own direction as required
  • Conscientious and articulate. Able to produce work to a high standard
  • Strong communication skills, both written and verbal
  • Possess a clear, professional and confident phone manner
  • The Role:

    Working for the Director of Annuity Management, the Client Manager will be responsible for generating additional pipeline from new and existing clients within the annuity management division of APSU. The ideal candidate will be able to enhance existing renewals with additional services to increase client sales revenue. The job will involve considerable interaction and communication with both internal and external customers and therefore requires an outgoing and confident disposition.

    Key Tasks

    • Achieve monthly, quarterly and annual sales gross margin targets
    • Prospecting and creating opportunities
    • Develop relationship and opportunities with clients
    • Produce in-depth value based proposals in collaboration with the Annuity Management Team
    • Participate in direct marketing campaigns to include: calling clients, generating and qualifying opportunities, logging and updating internal information systems
    • Progress sales through a defined sales process to closure
    • Responsible for growing the maintenance and support annuity business revenue
    • Look for new opportunities within the annuity business

    Comprehensive training will be given on all internal and IBM Systems[br]

    Experience:[br]

    • Understanding on annuity revenue stream
    • Knowledge of IBM TSS business, IBM Software and Multivendor Support
    • Experience of working in a small business team would be an advantage
    • Clean driving licence imperative

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    [gn_column size="1-3" last="1" style="0"]
    [gn_note color="#f7f7f7"]

    Ref: JD1809

    Download and print the job description by clicking here.

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    [gn_note color="#f7f7f7"]

    Apply

    Please submit your CV and covering letter detailing your relevant experience to recruitment@apsu.com.

    For more information about our available careers / positions, please contact the HR department on (+44) 01285 862 100 or alternatively please email recruitment@apsu.com. Please make sure you quote the reference number for the specific job when contacting us.

    APSU is committed to being an equal opportunities employer. Our employment policy aims to ensure that staff are employed on the basis of ability and the requirements of the job and that no job applicant or employee receives less favourable treatment because of race, religion or religious belief, colour, nationality, ethnic origin, gender, marital status, sexual orientation, disability or any other grounds which are unjustifiable in terms of equality.

    Please note:
    We do not accept unsolicited emails, phone calls or applications from recruitment agencies and we are not responsible for any fees related to unsolicited resumes.

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    APSU Careers
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    Sales & Marketing Development Administrator



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    Reporting to: Group Sales Director
    Salary Range: Circa, depending on experience

    Benefits: 23 days paid holiday (Plus Bank Holidays). Healthcare.

    APSU

    APSU is a rapidly growing IT Managed Service organisation with niche products in the technology sector. APSU has a comprehensive range of Managed Support solutions that offer customers support packages designed to meet the needs of their enterprise. APSU provides the customer with all the benefits of a 24/7 fully managed service platform.

    The Role:

    The role will cover a variety of key aspects involving the research and management of Vendor incentive and rebate programs and the application of these programs to every sales opportunity to maximise potential margin. The role will also include elements of Marketing Development; Sales support and Partner liaison and working closely with internal teams especially Sales including the ISR Team and Marketing.

    Key tasks to include, but not limited to:[br]

    • Facilitate research for Vendor incentive/rebate programs as well as registration in such programs (Vendors include IBM, HP, Cisco, Microsoft, VMware, SOPHOS
    • Liaising with Vendor Distributors to establish current programs, process and administrate the claims for tactical promotions and processes i.e. deal closer, flex tickets, energizer, and to be the conduit between Client Managers and Distribution fortnightly (utilising email/telephone and face to face meetings )
    • Maintain quarterly compliance with Vendor incentive/rebate programs
    • Track Vendor promotions on a weekly basis through Vendors and Distributors
    • Attend monthly internal sales meetings and assist with the follow up actions as required and relevant to role
    • Liaise and regularly review with Client Managers to apply specific promotions and incentives to current sales pipeline to maximise available margin stream on each opportunity, through monthly interlock meetings
    • Provide aligned SalesForce administration and support for Client Managers, Procurement, and PreSales
    • Provide holiday and out of office cover for Client Managers & ISRs and Sales Support as needed
    • Submit and progress requests for support to Presales when Client Manager not available
    • Supporting and initiating Marketing campaigns with ISR Team and Partners to start internal call out campaigns and marketing opportunities
    • Arrange internal call out campaigns on monthly basis to be agreed with the GSD and aligned Teams and schedule and publish a calendar monthly with clear ownership, timelines and actions to include success or failure reports for every call out to presented to the Global Sales Director for inclusion in the monthly Board Pack
    • Liaise with Distribution to provide training on new products from vendors to the Client Managers and PreSales
    • Assisting in arranging logistics for Sales/Distributor and Vendor meetings
    • Work with Partners on securing data on historical customers purchases or products that are now EOL so APSU can use information as part of Client Manager call out campaigns
    • Liaise with IBM & HP teams and executives to highlight the APSU capabilities and use the IBM & HP aligned executive teams to assist with creating pipeline opportunities leading to more closed deals
    • Developing and maintaining relationships with IBM DDR Teams and being the main point of contact through monthly meetings and bi monthly webex’s and provide written reports and KPI & Lead tracking to APSU Management
    • Liaising and networking with Vendors & Distribution Marketing team to look at co-marketing planning and securing relevant funding, and provide monthly funding & requirements reports
    • Communicating on a regular basis with all relevant APSU departments about Campaign Planning – e.g. Distribution of the Marketing calendar as above
    • Liaising and helping with APSU USA on aligned GTMs as needed and acting as a point of contact in UK to APSU USA for this coordination
    • Organise and attend events such as conferences, webinars, seminars, executive dinners and exhibitions that are relevant to our Industry and strategy plans and highlight APSU’s profile on a rolling monthly basis
    • Support ISR team with the start-up/planning of call out campaigns and tracking and reporting success of, and assisting where needed on call out campaigns to drive event success and attendance as relevant
    • Design relevant call out campaigns work with and for APSU and Partner Ecosystem
    • Establish and manage regular monthly Marketing cadence meetings with Distribution and Partners such as IBM, HP, Lenovo, Cisco, and Avnet
    • Investigate and recommend ‘On Renewal’ Telesales coverage from Avnet
    • Own and manage the Marketing GTM for MaaS 360
    • Marketing and Demand Generation working with our top ISV’s aligned to current programmes e.g. IBM and ISVs
    • Demand Generation provide monthly reporting pack for Leads and Conversion rate key metrics
    • Assist with the sourcing and securing sponsorship and marketing funds
    • Contributing and assist with the development of marketing plans and strategies with Client Managers, pre-sales etc. and the wider Marketing team within APSU
    • Evaluate the success of marketing campaigns by applying KPI measurements and evaluation reporting as above
    • Monitoring Competitor activity and Market research – assisting with the creation of marketing campaigns exploring gaps in the market by Industry and Geography
    • Support the marketing team, ISR, and other colleagues in driving the APSU awareness and Brand with our ecosystem of clients and partners e.g. via weekly of Social Media updates
    • Responsible for maintaining the companies profile within Vendors e.g. Cisco IBM, HPE
    • Organise relevant training & updates for departments based on the Campaigns that will be run to include Webex’s, Collateral and off site Training
    • Assisting the ISR Team on outbound call campaigns from time to time when the business need arises
    • Assisting with business development initiatives including key account management, seminars and lead generation resources
    • Create, Own and Manage monthly internal communications newsletter
    • Manage all key Announcements on the company SharePoint regarding departmental news
    • Work to improve and keep current APSU website
    • Increase and improve the use of Social Media as above
    • Investigate and evolve the use of Pardot of Business intelligence one

    The Person:[br]

    • Ability to work alone, show initiative and is a problem solver
    • Skilled in use of Salesforce
    • Strong communicator, comfortable dealing with all levels across the organisation
    • Ability to contribute to team objectives
    • Well organised, disciplined, capable of clear prioritisation
    • Enthusiastic and resilient
    • Excellent organisational and time management skills
    • Previous experience within a sales organisation although not essential

    Experience:[br]

    • Computer literate
    • MS Office, in particular Excel, Word and SharePoint
    • A good understanding of business processes
    • Knowledge of Vendor promotions and initiative
    • Mandatory to have good written and spoken English, additional languages advantageous

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    [gn_column size="1-3" last="1" style="0"]
    [gn_note color="#f7f7f7"]

    Ref: JD1142

    Download and print the job description by clicking here.

    [/gn_note]

    [gn_note color="#f7f7f7"]

    Apply

    Please submit your CV and covering letter detailing your relevant experience to recruitment@apsu.com.

    For more information about our available careers / positions, please contact the HR department on (+44) 01285 862 100 or alternatively please email recruitment@apsu.com. Please make sure you quote the reference number for the specific job when contacting us.

    APSU is committed to being an equal opportunities employer. Our employment policy aims to ensure that staff are employed on the basis of ability and the requirements of the job and that no job applicant or employee receives less favourable treatment because of race, religion or religious belief, colour, nationality, ethnic origin, gender, marital status, sexual orientation, disability or any other grounds which are unjustifiable in terms of equality.

    Please note:
    We do not accept unsolicited emails, phone calls or applications from recruitment agencies and we are not responsible for any fees related to unsolicited resumes.

    [/gn_note]
    APSU Careers
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    Webinar: Advanced File Transfer

    [rev_slider filetransfer]



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    In a digital world, continued reliance on large mission-critical data sets has left more and more companies rethinking their approach to file transfer.

    With traditional FTP solutions posing further challenges for securely transferring unlimited quantities of data at high speeds predictably, Businesses are left evaluating their options amongst a sea of offerings, in an attempt to find a best fit solution.

    If this sounds at all familiar, please join IBM's Cloud Software Unit specialist, Jamie Pollard, as he introduces an innovative fast and secure protocol (FASP) from Aspera.

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    Lenovo

    Presentation Slides

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    Storewize

    Poll Results

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    IBM i

    View recording

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    Speakers

    Jamie Pollard - IBM Cloud Software UnitJamie Pollard
    Jamie works in IBM's Cloud Software unit, specialising in Deployment & Release Automation (UrbanCode), Extreme File Transfer (Aspera) and IBM's Digital Innovation Platform, Bluemix. He has over 8 years experience at IBM of working with a large number of clients in roles that whilst all technical, span the range from developing source code to solution architecture.
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    File transfer - what are the challenges?
    Aspera FASP protocol - unique benefits
    Take the speed test - FASP compared with FTP
    Demonstration of Aspera products
    The Cloud Conundrum - making use of Object Storage for cheaper long term storage
    Q&A

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    [/tab][/tabs]

    IBM i Cloud

    [rev_slider IBMiCloud]

    [br]

    APSU's IBM i Cloud Platform

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    APSU is a technology pioneer delivering cloud-based services in the IBM mid-range market before any other company.

    With the continued and accelerating move to cloud computing, notably IaaS and SaaS, APSU is focused on providing a managed services-led solution for its IBM i (also known as iSeries and AS/400) cloud platform. APSU, which is Europe’s highest accredited IBM Power i and Vision Solutions Partner, provides a complete service offering clients a turnkey, production, test and high availability solutions to all their cloud requirements.[gn_list icon="icon: file-text" icon_color="#1a64b0"]

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    [gn_column size="1/2"]
    [gn_spoiler title="Proven Pedigree" open="no" style="fancy" icon="chevron"]APSU delivered the first cloud-based service for IBM’s Power i (formerly known as iSeries and AS/400) platform in 2003. APSU was also IBM’s first partner to secure MSP accreditation for the IBM Managed Services Partner programme in the UK. APSU today has the highest number of IBM i Cloud footprints and the highest number of supported Power i environments in the UK and Europe.
    [/gn_spoiler]
    [gn_spoiler title="Endorsed by IBM" open="no" style="fancy" icon="chevron"]APSU is considered by IBM as a key strategic partner. APSU is the highest technically accredited IBM Business Partner in Europe and is the only company to have its managed service products white labelled by IBM.[/gn_spoiler]
    [gn_spoiler title="Multi-platform" open="no" style="fancy" icon="chevron" class="my-customer-spoiler"]APSU’s Cloud is not just IBM i, it is truly multi-platform. Assisting customers to chose the software they need to run their business
    and not be burdened by the technology platform it runs on.
    [/gn_spoiler]
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    Key Features

    [gn_row]
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    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Scale.png" width="212" height="212" radius="10" opacity="80" text="Offers scalable IT infrastructure that evolves to meet growing business needs. Applications hosted on the IBM i Cloud automatically scale to handle the peak and volume demands your business faces, ensuring you only pay for what you use." text_slide="from-bottom"]
    [/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Flexibility.png" width="212" height="212" radius="10" opacity="80" text="You can mix and match services to suit your cloud requirements. APSU’s experience and skills allow the rapid transition of IBM i development systems, test environments and production services to the cloud.
    " text_slide="from-bottom"]
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    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Secure.png" width="452" height="212" radius="10" effect="none"]
    [/gn_column]
    [/gn_row]
    [br]

    [gn_row]
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    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Performance.png" width="212" height="212" radius="10" opacity="80" text="Designed using IBM’s latest Power Server technology and incorporating IBM Flash Storage, APSU’s IBM I Cloud offers extreme performance with low latency. " text_slide="from-bottom"]
    [/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Highly-Available.png" width="212" height="212" radius="10" opacity="80" text="APSU’s Cloud is delivered from secure multiple UK Data Centres, offering tiered availability options from alternate data centre backups to a fully managed high availability service, ensuring your application uptime meets your business needs." text_slide="from-bottom"]
    [/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Clone-in-Mins.png" width="212" height="212" radius="10" opacity="80" text="APSU’s Cloud storage technology is ideal for application testing or data validation, allowing full volume cloning, point-in-time copying and reverse restore of a volume." text_slide="from-bottom"]
    [/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Cloud-Savings.png" radius="10" opacity="80" text="APSU provides a secure and stable cloud-based delivery model, which helps realise significant savings over on-premise infrastructure. In addition, existing IBM i licencing can still be retained and transferred to the APSU Cloud under MSP rules, reducing costs even further." text_slide="from-bottom"]

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    [br]

    [gn_row]
    [gn_column size="1/2"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Testing-as-a-Service.png" width="452" height="212" radius="10" effect="none"][/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/07/Managed-Services.png" link="http://www.apsu.com/wp-content/uploads/2015/07/Managed-Services-Brochure-APSU.pdf" link_tab="1" width="212" height="212" radius="10" opacity="80" text="The APSU Cloud can be delivered with a full stack of integrated managed services designed for critical and/or development workloads for IBM i, Wintel, Linux and AIX. Cloud managed services start with the cloud infrastructure, including OS, and can be extended to patching, backup, security and application management."][/gn_column]

    [gn_column size="1/4"]
    [hover_pack img="http://www.apsu.com/wp-content/uploads/2015/02/SaaS-Light.png" link_tab="1" width="212" height="212" radius="10" opacity="80" text="APSU assists many Independent Software Vendors (ISVs) to provide white-labelled services to enable them to make an accelerated move to cloud computing. In addition, global systems integrators are already deploying solutions with over 1.5 million subscribers, using APSU's IBM i Cloud as their technology platform."]
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    [br]

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    Start reducing your IT costs by moving to the cloud

    So that we can engage with you effectively, please click the Enquire button to provide us with some basic information about your current platform and the strategy goal where our expertise can help you.

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    Enquire
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    [br]

    The following companies trust APSU’s IBM i Cloud solutions:

     
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    IBM
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    Tech Mahindra
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    Island Pacific
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    Martin-Brower Logo
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    Primark Logo
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    Anglo Beef Processors Logo
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