Claranet

About the Company

Claranet modernise and run critical applications and infrastructure. We simplify the management of IT services so our customers can concentrate on what they do best. By working with us our customers gain access to a wide range of managed services, professional services, and training across Cloud, Networks, Managed Cyber Security, and Workplace communication and collaboration technologies.

Founded in 1996, Claranet has evolved from a pioneering ISP (Internet Service Provider) into a leading technology services provider with global reach. The company has annualised revenues of circa £440 / €600 / $600 million, over 10,000 customers, and more than 3,000 employees.

This international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including public clouds.

Claranet was positioned for the second year running in Gartner’s Magic Quadrant for Data Centre Outsourcing and Hybrid Infrastructure Managed Services, Europe, introduced in 2018. This follows Claranet’s inclusion as a ‘Leader’ in the Magic Quadrant for Managed Hybrid Cloud Hosting, Europe for five years running, 2013-2017. The company is also the only technology provider in the UK to appear as a Leader across ISG Provider Lens™ reports for both public cloud and cyber security.

For more information visit www.claranet.co.uk

Listed Jobs

Company Name

Claranet

Job Title

Service Relationship Manager

Job Description

Position Summary
Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet’s Service Relationship Managers (SRM’s) are responsible for the service relationships of Claranet’s customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer’s needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Role Mission
Our SRMs must be passionate about building strong partnerships with their customers and are able to proactively question the status quo to ensure that Claranet stays at the leading edge of customer experience. All activity should be in the interest of ensuring that we are meeting our contractual obligations, providing compliance and governance reporting and ensuring we are creating customer advocacy with all interactions.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us.

Through a culture of collaboration, learning and opportunity, Customer Experience & Managed Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.
We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans cloud, cybersecurity, networks and unified communications.
The result: We save our customer’s time and they get the high-performance service experience that is critical to their success.

The key objectives will be to:
• Own customer governance including contact, meetings and service reviews (where applicable) either face to face or over the phone and are able to draw upon a number of data sources are able to deliver relevant customer insight.
• Always look for opportunities to act on customer feedback, identify and refer commercial opportunities that aid the long term growth and retention of the base. SRM’s understands customer complexity and shares opportunity to grow and retain the customer sharing information with our Growth & Retention teams
• Work closely with assigned stakeholders to ensure advocacy in growth in the allocated Customer base (not least Account Managers, BDM Community, Sales Specialists)
• Build strong external and internal relationships across our business functions and confidentially challenge these groups to ensure that all aspects of our service meets customer expectations and are future proofed.
• Ensure the day-to-day relationship management is upheld.
• Deliver API to customers.
• Collate customer NPS feedback on inline with Claranet’s NPS approach
• Maintain overall operational responsibility for the customer
• Ensure RACI is followed on escalations.
• Understand the customer contract
• Manage customer health data within our CRM system
• Internal and external stakeholder management.
• Highlight customer issues internally (customer health).
• Create customer advocacy
• Maintain Service Reviews, QBRs and Performance Reporting to customers.

Duties and Responsibilities
Essential Roles and Responsibilities
• Owns the relationship with one or more of Claranet’s Corporate customers contracted services across Claranet’s portfolio of Hosting, Network, Communications and Security services
• Accountable for successful delivery of all clients contracted service and key KPI’s and SLA’s
• Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
• Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity
• Depending on the level of SRM engagement and if applicable, the SRM will lead the production of weekly/monthly/quarterly governance reports to, demonstrate adherence to Service Level Agreements, provide recommendations for service improvement
• Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery “peaks and troughs”
• Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts
• Is an active contributor to any Claranet team in providing valuable customer insight regarding customer health
• Consult with customers on organisational, and operational challenges with their systems
• Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
• Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects
• Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client’s environments through monthly / quarterly / annual surveys
• Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer
• Effective resolution of all escalations relating to services provided, including production of incident reports when required
• Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement
• Produce and manage appropriate documentation for bespoke support requirements as needed
• Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion

Position Specifications
Behavioural competencies – organisational and behavioural fit
• Demonstrable ability to work within a matrix organization
• Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”
• Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Demonstrable experience of...

Gloucester, United Kingdom

On site

07-04-2025

Company Name

Claranet

Job Title

Backup Engineer

Job Description

About Claranet
Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.
At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for Claranet
Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Our Vision
Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary
Sitting within the Platform Engineering Backup team, this role is for an engineer with solid Backup experience. The role focuses on implementing, supporting, and monitoring Backup technologies. The primary technology is Veeam, so experience with Veeam is a key however multiple Backup technologies are in use. With the role comes training and opportunity to progress within the Backup technology field.

Role Mission
Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. Our portfolio platforms, infrastructure and data centres are critical to our strategy and ensuring our customers have access 24*7*365. We are seeking a Backup Engineer who will be a key contributor to create stable and reliable platforms and ensure that technologies and services are running optimally and maximising synergy and efficiency across the technology landscape.
The Backup Engineer role is part of the Platform Engineering Practice in the Platforms and Data Centre department which sits within the Customer Experience and Managed Service function.

Objectives & Key Results
• Provide effective support, maintenance, monitoring, reporting and performance of Claranet Backup systems.
• Support in the deployment of Backup infrastructure for shared platforms and dedicated customer solutions.
• Be a technical expert in Backup technologies for supporting, managing, maintaining, and reporting on Managed Backup Services.
Duties and Responsibilities
Essential Roles & Responsibilities
• Participate in problem management on a day to day basis and during major incidents.
• Support in managing and enhancing existing Backup solutions.
• Act as an escalation point through expert knowledge. (Including on call as part of a rota)
• Undertake additional projects and support tasks as appropriate to the role.
• Maintain an in-depth knowledge of all vendor technologies relevant to Claranet platforms.


Position Specifications
Behavioural competencies – organisational and behavioural fit
• Enthusiastic and highly motivated.
• Desire to learn and progress within the company
• Ability to work under own initiative.
• Excellent organisational skills
• Excellent customer service skills
• Excellent communication skills
• Sound problem solving skills and attention to detail
• Excellent troubleshooting skills

Critical competencies – technical fit
• An excellent understanding and 3+ years’ experience with backup technologies
• Veeam v10/v11/v12 experience. Installation, setup, configuration, management, and reporting (Including Veeam Cloud Connect)
• Experience of Veeam on Azure or other Hyperscalers / public clouds
• Experience in using Veeam Agent for Windows and Linux
• An understanding of storage technologies
• Familiarity of VMware vSphere suite or other hypervisors
• Ability and drive to create and maintain up-to-date documentation (processes, Visio diagrams, Excel spreadsheets)

In addition, the following are highly desirable:
• Veeam VMCE certification (Veeam Certified Engineer)
• Experience with Veeam on Azure solutions or other Hyperscalers / public clouds

Gloucester, United Kingdom

Hybrid

14-04-2025