Solution Design Manager, Hosting

Based at Interoute’s central operations centre in Prague, this role is about setting and ensuring Interoute provides best in class hosting solutions to its Managed Hosting customer base distributed across Interoute’s European Datacenter facilities.


Working within a central team of Hosting Solution Engineers, this role is responsible for providing best in class, industry leading managed hosting solutions to the Interoute’s diverse base of Hosting customers.

A member of the senior management team in Hosting Engineering responsible for shaping Interoute’s HostingStrategy for Hosting customers, ensuring vision and strategy for managed hosting is consistent with company goals and ambitions.

The candidate is sufficiently technical in that he/she understands complex and integrated product and service offerings in the dedicated hosting, dedicated server and managed hosting markets.

 Provide technical validation of customer design
 Provide support to the presales teams during high-level sales engagement
 Manage non-standard solutions through the internal approval processes.
 Creation and development of processes and documentation for the high level design of a solution in the early presales phase
 Creation and development of processes and documentation for the low level design.
 Leverage operational experience to improve effectiveness of reporting.
 Run and analyse reports to manage opportunity portfolio.
 Conduct Post Mortem Reviews and drive operational improvement from the results.
 Deliver regular and ad-hoc opportunity reports to agreed standards and timescales.
 Establish and drive operations standards (with guidance from Hosting Management Leadership) into the business.
 Monitor effectiveness of operational processes and deliver improvements where required.
 Assist process specialists in mapping and building Process/procedure and work instructions based on ITIL and telecoms industry standards.
 Prepare for and host Customer visits to the Operations Centres and attend presales workshops.
 Provide mentoring and guidance for Customer IT architecture staff on good customer service practice and Standards.
 Build excellent relationships with Hosting operations counterparts within Interoute and out into the customer base.
 Manage general programs of Hosting/DC operational improvement.

 High level of customer focus.
 Proven achiever with a desire to progress.
 Team player but must be able to work on own initiative.
 Open mind to different approaches to service development and deployment.
 Able to work under pressure and to deadline.
 Highly solutions oriented and able to manage and motivate teams in a matrix environment, internally and externally.
 Able to influence both senior management and engineers.
 Able to resolve problems/incidents quickly, accurately and through to resolution / closure.
 Positive and approachable.
 Able to demonstrate a high level of trustworthiness.
 Able to technically understand the issue and guide others towards a faster resolution.

 5+ years experience in pre/post sales or technical consultancy
 5+ years experience in a Managed Hosting / Telecoms / ISP environment.
 Technical understanding of Managed and Dedicated Hosting centre environments, to include experience and knowledge of:
o mainstream operating systems
o bandwidth/connectivity products
o Security software systems
 Experience of working with internationally based customers and service providers
 Depth of understanding of the processes and practices of Customer Support and Service Level Management. (ITIL, ETOM, MOF etc…)
 Ability to understand and improve operational process & Procedure.
 Proven track record of working within standards based operations environments.
 Able to communicate in fluent English
 Demonstrated ability to matrix manage across the business to achieve maximum results for clients.
 Significant experience in managing escalated incidents through to resolution.
 Ability to operate within an engineering and Senior Management environment.
 Certification in ITIL to Foundation level or above would be a distinct advantage.