Practice Lead in London

Role: Practice Lead, UC&C Reporting to: Head of Technical Consultancy & Infrastructure Department: Operations Location: Hybrid Job Type: Permanent Responsible for: A team of highly skilled Technical Consultants Company Overview: We strive to consistently deliver beyond our client’s and employee’s expectations, providing world-class service and market leading technology solutions. We have combined our collective expertise over 23 years to deliver on our client’s business objectives backed by 25+ industry awards, 100% organic revenue growth since 2019, 60%+ 3-year headcount growth with 250+ clients across the world. We are more than just an IT company, we are a community that is fuelled by trust, agility, and excellence. We believe in investing in our people, nurturing talent, and fostering a culture that is both empowering and collaborative. Come and join Team Cisilion, where our commitment to our people and our values creates an environment where you can thrive. The Role: • Leads and nurtures a team of professional services colleagues, overseeing their responsibilities in providing clients with services ranging from discovery, design, implementation, migration, to governance. Focuses on team development and ensures excellence in delivering comprehensive solutions to our clients. • Assumes responsibility for both the present and future commercial achievements of the team, department, and Cisilion. Achieves this through adept management and precise forecasting of billable and productive utilisation. Ensures optimal deployment of team members based on their skill sets, aspirations and location. Strives to surpass individual, team, and departmental KPI's, fostering a culture of excellence and continual growth. • Allocates no more than 20% of working time (a maximum of one day per week, measured as a monthly average) to personally engage with clients on self-assigned projects. Focuses on offering supplementary support, guidance, issue resolution governance, and ensuring client satisfaction for projects requiring additional attention. • Collaborates with other Professional Services Practice Leads to strategically minimize third-party expenditure, optimizing profitability for Cisilion. This involves ongoing analysis of utilization, skills, co-worker numbers, and pipeline forecasts for the team. Ensures a sufficient number of internally trained and well-prepared co-workers are available for client work, aligning resources with business needs. • Collaborates with Opportunities, Sales, and Presale Architects to construct, monitor, and manage an engagement pipeline encompassing a minimum of three to six months' workload for the team. Leverages this information to ensure the team's skill sets remain relevant, undertaking necessary upskilling or recruitment/resourcing as required to meet projected demand. Regularly reports on the status of the engagement pipeline for effective planning and resource allocation. Knowledge & Experience: • Excellent knowledge of Unified Communication and Collaboration (UCC) technology stack, in particular Cisco UCC products: Cisco Webex, Call Manager, Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), and Microsoft Teams: Teams Rooms, Teams Telephony, Teams Contact Centre (such as Luware). • Knowledge of 3rd party platforms In the UCC space such as: Tiger, Luware or Netcall for Contact Centre with Call Recording, ISP providers for SIP trunks (PSTN), AudioCodes and/or Ribbon for SBCs, Yealink, Poly or Logitech for AV, Yealink - Poly for handsetsheadsets. • Good knowledge around Microsoft Azure and Modern Workspace. Please contact Sal Herbert https://www.linkedin.com/in/sal-herbert/ for full JD and a chat about this exciting opportunity. Cisilion recognise the influence and ability we have as an organisation to help tackle inequality. Equity, diversity and inclusion is at the heart of the Company ESG strategy. Our ESG Committee is a voluntary group aimed at identifying ways to create more inclusive working and recruitment practices. We are a proud LGBTQIA+ Supporting Employer and have recently become a Disability Confident Employer. In addition, we are a Living Wage Employer which enables us to focus on ways to reduce economic inequality. Our initiatives to address the gender pay gap and skills gap include the #WomenInTech campaign led by our female leadership team and consistent collaboration with likeminded groups within the channel. We also value age diversity and continuously review our policies to ensure inclusivity. Being members of these groups gives us access to resources to continue with our mission to be an Inclusive Employer.