At a Glance
- Tasks: Ensure smooth service transitions and create essential operational documentation.
- Company: Join Maintel, a growing tech company focused on operational excellence.
- Benefits: Gain exposure to cutting-edge technology and work with experienced specialists.
- Other info: Opportunity for career growth and continuous improvement in a dynamic environment.
- Why this job: Make a real impact by ensuring services go live successfully.
- Qualifications: Experience in service transition or operational readiness is a plus.
The predicted salary is between 40000 - 50000 £ per year.
Be the reason every service goes live successfully. At Maintel, delivering exceptional customer experiences starts long before a service goes live. We're looking for a highly organised and detail-oriented Operational Readiness Specialist to join our Design & Transition team. This is a critical role responsible for ensuring new and changed managed services are fully prepared for operational support, enabling seamless transitions from project delivery into live service.
You will work at the heart of our service transition process, collaborating with Project Delivery, Customer Operations, Technology Operations & Platforms, and Service Desk teams to ensure every solution is operationally ready, fully documented, and set up for long-term success. If you thrive on bringing order to complexity, enjoy working across technical and operational teams, and take pride in getting things right first time, we’d love to hear from you.
The Opportunity
As Operational Readiness Specialist, you will own the production, validation and quality of operational readiness documentation for a wide range of managed services across Unified Communications & Collaboration (UC&C), Customer Experience (CX), and Security & Connectivity solutions. You’ll play a pivotal role in protecting service quality, reducing operational risk and ensuring support teams are fully equipped to deliver exceptional customer outcomes from day one. This role also offers an exciting opportunity to broaden your expertise through cross-training into Secure Connectivity operational readiness activities, helping build resilience and capability across the wider team.
What You’ll Be Doing
- Service Transition & Operational Readiness
- Lead operational readiness activities for assigned services and solutions.
- Ensure all readiness criteria, quality gates and sign-off requirements are completed prior to go-live.
- Coordinate readiness reviews and support formal service acceptance processes.
- Work closely with operational teams to confirm support readiness and capability.
- Documentation & Knowledge Management
- Produce comprehensive Operational Readiness Packs and Service Transition Packs.
- Develop and maintain runbooks, Standard Operating Procedures (SOPs), escalation paths and knowledge articles.
- Ensure monitoring, alerting and support tooling requirements are documented and validated.
- Maintain high standards of quality, consistency and accuracy across all documentation.
- Go-Live & Early Life Support
- Support the management of Early Life Support (ELS) activities following service launch.
- Coordinate issue tracking, escalation pathways and stabilisation activities.
- Capture lessons learned and support continuous improvement initiatives.
- Help ensure a smooth transition from project delivery into business-as-usual support.
- Collaboration & Stakeholder Management
- Work closely with Project Delivery, Implementation, Solution Design and Network Provisioning teams.
- Gather and validate technical information required for operational handover.
- Partner with Customer Operations and Service Desk teams to ensure successful support readiness.
- Support governance processes by providing visibility of readiness progress and outstanding actions.
- Continuous Improvement
- Identify opportunities to improve transition quality and operational readiness processes.
- Contribute to the development of standardised templates, frameworks and quality controls.
- Champion a right-first-time approach to documentation and service transition.
- Support the ongoing maturity of Maintel's Operational Readiness function.
About You
You are highly organised, naturally detail-focused and passionate about delivering quality outcomes. You enjoy working across technical and operational teams and have a strong understanding of how successful service transitions contribute to excellent customer experiences. You are equally comfortable reviewing technical information, producing structured documentation and coordinating stakeholders to ensure nothing is missed before a service goes live.
Essential Experience
- Experience in Operational Readiness, Service Transition, Service Delivery, Technical Documentation or Service Acceptance roles.
- Experience working within Managed Services, Telecommunications or IT Services environments.
- Proven experience producing operational documentation, runbooks, SOPs, service acceptance packs or handover materials.
- Experience collaborating with Operations, Engineering and Customer-facing teams.
- Understanding of ITIL principles, particularly Service Transition and Early Life Support.
- Strong documentation, organisation and stakeholder management skills.
Desirable Experience
- ITIL Foundation certification.
- Experience with service management or project tools such as Autotask, Salesforce or similar platforms.
- Knowledge of one or more of the following solution areas: Unified Communications & Collaboration (UC&C), Customer Experience (CX), Security & Connectivity.
- Exposure to technologies such as Microsoft Teams, RingCentral, Genesys Cloud, Zoom Contact Centre, SD-WAN or SASE.
- Experience within highly regulated sectors including Healthcare, Financial Services or Government.
What Success Looks Like
In this role, you will:
- Deliver complete and accurate readiness documentation first time.
- Ensure operational teams are fully prepared before every go-live.
- Reduce transition risk and improve service quality.
- Support smooth Early Life Support and service stabilisation.
- Build trusted relationships across delivery, engineering and operations teams.
- Contribute to the continuous improvement of Maintel's service transition capability.
Why Join Maintel?
This is an opportunity to join a growing and evolving organisation where operational excellence is at the centre of everything we do. You’ll gain exposure to a broad portfolio of cutting-edge technology solutions, work alongside experienced specialists and play a key role in shaping how services transition into live operation. Whether you’re currently working in Service Transition, Service Delivery, Technical Documentation, PMO, Operational Readiness or Support Operations, this role offers an excellent opportunity to broaden your expertise and make a visible impact across the business. If you’re passionate about quality, process, collaboration and delivering successful service transitions, we’d love to hear from you. Apply today.
Community Specialist- Fixed Term Contract in London employer: Maintel
At Maintel, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. As a Community Specialist, you'll benefit from a supportive environment that prioritises professional growth and offers opportunities for cross-training in various operational readiness activities. Located in London, our hybrid working model ensures a healthy work-life balance while you contribute to delivering exceptional customer experiences through seamless service transitions.
StudySmarter Expert Advice🤫
We think this is how you could land Community Specialist- Fixed Term Contract in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Maintel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Maintel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Community Specialist- Fixed Term Contract in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Maintel:Your cover letter is your chance to shine! Tell us why you want to work at Maintel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Maintel!
How to prepare for a job interview at Maintel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
