• Delivering Professional Services engagements in-line with an agreed scope to the acceptance of the client. • Enhancing the client experience by displaying flexibility, technical excellence, agility, ownership, and responsibility. • Becoming an invaluable partner to the client. • Monitor industry networking updates, technologies, and best practices to improve overall network management and to remain informed of new technical developments and trends in the industry. • Own the customer solution lifecycle from initial customer order onwards, highlighting and managing risks, issues, and the changing requirements of the solution as needed. • Ensuring that the customer solution is accurately recorded in systems and documentation. • Assisting in the creation of service reports and attending regular service review meeting as and when required. • Be the customers advocate in all technical matters related to their solution. • Act as a primary technical interface to customers for addressing high level concerns on operational performance and for interpreting their change requirements into standard orders or where unavoidable creating customer specific environments to satisfy such requirement. • The Technical Manager needs to be able to understand the business processes of our customers and transform them into services based on GTT’s infrastructure and service catalogue. • Act as (security) technical escalation for the central incident management team. • Ensuring that the services we deliver meet the agreed service levels and that we have the necessary IT service management processes OLA’s and contracts with 3rd parties in place.