GTT

• Lead cloud solution strategy and technical discovery across public, private and hybrid environments • Work closely with Sales, Product, Engineering and Customer Success to design differentiated solutions • Conduct technical discovery workshops across AWS, Azure, GCP and hybrid workloads • Design cloud-connected architectures including SD-WAN, SASE, Zero Trust, interconnect and edge solutions • Produce high-quality solution designs, migration strategies and technical documentation • Partner with senior customer architects and engineering teams to shape scalable, secure solutions • Drive competitive positioning, clearly articulating GTT’s value and differentiation • Provide market insights to Product and Engineering to influence roadmap direction • Ensure architecture governance, accuracy and alignment with GTT’s cloud and network portfolio

Role Description The Service Manager owns the end‑to‑end customer service experience for an assigned portfolio of customers, ensuring delivery aligns with contractual commitments and agreed service levels. This role is accountable for driving service excellence, maintaining strong customer relationships, and delivering continuous improvement across the service lifecycle. Acting as the customer’s primary operational lead, the role balances service performance, issue resolution, and long‑term value creation to enhance customer satisfaction and differentiate GTT through consistent service delivery. This role operates within the Service Management function and works closely with internal delivery, operations, commercial, and account management teams. The Service Manager serves as the primary point of accountability for customer service performance and acts as an escalation point for service issues. The role also partners directly with customers, including engagement with senior stakeholders where required. - Own and manage the end‑to‑end service experience for assigned customers, ensuring alignment with service level agreements and contractual commitments. - Monitor and analyse service performance through reporting, identifying trends and risks and implementing service improvement plans as required. - Act as the primary escalation point for service issues, ensuring timely resolution and clear communication with customers and internal stakeholders. - Coordinate cross‑functional operational teams to deliver service improvements and ensure shared accountability for customer outcomes. - Maintain proactive, transparent communication with customers throughout the service lifecycle. - Build and maintain strong relationships with customer stakeholders, including engagement at senior levels where appropriate. - Partner with Account Managers to identify service‑led opportunities for growth and support value creation across the customer lifecycle. - Lead service reviews and drive continuous improvement initiatives to enhance performance, efficiency, and customer satisfaction. - Ensure service delivery processes are followed consistently and support overall operational quality and governance. Qualifications - Proven experience in Service Management or customer service delivery within telecommunications, technology, or professional services environments. - 3+ years of service delivery experience. - 3+ years of experience in a Managed Service, Telecommunications, or ISP environment. - Strong understanding of service level agreements and service performance management. - Excellent customer‑facing communication skills with the ability to manage complex issues and expectations. - Ability to coordinate cross‑functional teams and manage multiple priorities simultaneously. - Strong organisational skills and ability to manage competing demands effectively. Requirements - ITIL qualification and familiarity with service management frameworks. - Experience working with enterprise or multinational customers. - Commercial awareness and experience supporting account growth or service‑led value initiatives. Hours/Travel/Shift Normal Office working hours. Remote with flexibility to travel as and when required for customer/team meetings.

• Lead cloud solution strategy and technical discovery across public, private and hybrid environments • Design cloud-connected architectures including SD‑WAN, SASE, Zero Trust, interconnect and edge solutions • Produce high-quality solution designs, migration strategies and technical documentation • Partner with senior customer architects and engineering teams to shape scalable, secure solutions • Drive competitive positioning, clearly articulating GTT’s value and differentiation • Provide market insights to Product and Engineering to influence roadmap direction • Ensure architecture governance, accuracy and alignment with GTT’s cloud and network portfolio

• Develop and execute channel partner business plans aligned to revenue and growth objectives. • Drive partner-sourced and partner-influenced pipeline through a collaborative co-sell model with Enterprise Sales. • Build and strengthen strategic relationships with channel partners, technology alliances, and key stakeholders. • Partner with Enterprise Sales teams to execute joint account plans that accelerate customer acquisition and account growth. • Recruit, onboard, and enable strategic partners that support GTT's go-to-market strategy. • Lead partner engagement activities, sales enablement initiatives, and customer-facing programs that increase partner productivity and revenue contribution. • Monitor pipeline performance, forecasts, and key business metrics to support achievement of sales objectives. • Identify emerging market opportunities, competitive trends, and partnership strategies that drive long-term growth.

• Accountable for the go-to-market product roadmap, strategy, and execution of product launches for our security portfolio. • Lead the development and execution of GTM strategies pre and post launch for product features and updates for retention, acquisition, upsell and cross sell opportunities that drive engagement and adoption. • Partner with our Audience and Vertical Marketing Manager to develop persona-based value proposition and messaging frameworks that will be leveraged both internally and externally for our security response portfolio to drive articulation positioning aligned to GTT’s KPIs. • Work closely with Product Leaders to identify needs and sharpen product offerings based on competitive landscape and feedback from customers. • Partner with our Storyteller to create new and manage existing marketing and sales enablement materials (sales documentation, product videos, website copy, blog posts, data sheets and whitepapers). • Conduct product marketing data analysis by gathering and interpreting data and presenting it in a clear and actionable manner. • Identify GTM success metrics and measure the results of your strategies and initiatives and continue to iterate to maximize results. • Establish clear understanding of our client’s needs, product offerings, and competitive landscape in order to ensure product strategies align with market demand.

• 3rd level of technical support for the GTT client base – Network Services & Security fields • Work on complex technical incidents and client projects • Break/fix support for customer services, across GTT’s international network • Own incidents, resolve them swiftly and drive through to final fix, while working with customers and other internal and external teams as appropriate • Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues • Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently • Communication and documentation of customer and service-specific support information • Pro-active problem management, based on technical and trend analysis, to ensure service stability • Taking preventative actions where possible • Configuration of network & security elements and migration of services • Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network

• Design bespoke customer network security models, review and approve advanced (best practices and standards) security configuration and be personally involved in first deployments of the solution as well as in proof of concepts. • Be engaged in the pre-sales process, supporting the sales engineer with positioning the right security posture to the customer. • Monitor industry networking security updates, technologies and best practices to improve overall security management and to remain informed of new technical developments and trends in the industry. • Liaise with Partners/Vendors to fulfil agreed customer expectations. • Produce and endorse technical standards, reference architecture, deployment guides and technology roadmaps in close collaboration with product management. • Create technical documentation, update standards and guidelines. • The TDA Security can be allocated to 1 or more existing customer accounts to support the customer after and during the delivery. The customer will see the TDA as “the subject matter expert” for technical advice and consultancy on any security topic. • In this role the candidate can be requested to occasionally work at customer premises. • This is a flexible role within a team of highly skilled architects covering a broad range of technologies including LAN/WAN, Voice, Network & Information Security, Internet Services and UC Services.

Role Description We’re looking for a Network Engineer who thrives on turning customer requirements into fully functional network services. This role sits at the heart of service delivery, where design meets execution — configuring, provisioning, and activating IP, SD-WAN, and security solutions for global clients. You’ll be part of a team responsible for bringing complex network services to life across a global footprint, ensuring every deployment is seamless, efficient, and built to the highest standards. - Design and provision IP, SD-WAN, and security services based on customer requirements - Translate network designs into fully configured, working services in a live environment - Work closely with Service Delivery, Project Management, Engineering, and Operations to ensure smooth end-to-end delivery - Support service activation and turn-up, troubleshooting issues related to routing, throughput, and performance - Collaborate with customer engineering teams to ensure solutions meet expectations and are implemented accurately - Create and maintain technical documentation, workflows, and provisioning processes - Manage service resource allocation and contribute to continuous process improvement - Act as a technical point of contact, representing GTT in discussions with internal and external stakeholders Qualifications - Solid understanding of modern networking technologies including SD-WAN, MPLS, BGP, VPN, QoS, and TCP/IP - Hands-on expertise in configuring and delivering network services in a production environment is preferred - Experience working with Juniper platforms (MX, PTX, ACX, QFX, EX) is preferred - Familiarity with core services such as DNS and DHCP - Exposure to security technologies (Fortinet and/or Palo Alto is a plus) - Proven ability to troubleshoot and resolve issues during service turn-up Requirements - Detail-oriented and highly organized - A proactive problem-solver who takes ownership - Comfortable working independently while collaborating across teams - Confident communicating with both technical and non-technical stakeholders - Motivated to improve processes and contribute to team knowledge Company Description

Role Description GTT ePMO is a function that manages Enterprise-wide programs at GTT that strengthens the alliance between Product, Systems, Architecture, Engineering, Service Delivery & Service Assurance teams. This function enables Program Management to deliver end to end projects. The purpose of the Enterprise Program Manager role within ePMO is to own the day-to-day management of specific projects. Ensure they have distinct outcomes, realistic timelines and stay within budget all while playing a key role during product launch of new offerings and enhancements to existing offerings. Participate throughout the product lifecycle from ideation to operational release. Key Responsibilities - Manage enterprise programs that derive from Management priorities. - Oversee and track program deliverables, backlog items and affirm prioritization. - Own communication cadence covering gap & risk management, prioritization and user acceptance. - Refine program development constructs to enable superior offerings that deliver elevated business success. - Support GTT's ePMO organisation to define and adjust outcomes based on competing priorities. - Help drive parallel development work within our ePMO organisation to support project and program initiatives that improve digital adoption. - Collaborate with Product Management, Architecture & Engineering, Design & Development teams ensuring deliverables are clearly understood while safeguarding project timelines. - Own and manage reports based on project status and provide status updates including dependencies. - Ensure process enhancements and system changes are released in accordance with the operational release plan. Qualifications - A good understanding of software development methodologies (Agile & Scrum). - Experience managing enterprise and IT programs in a fast-moving Service Provider environment. - Proficiency creating project/program plans and distributing items efficiently. - Proven track record of delivering programs on time and within budget. - Familiarity with product lifecycle, sales, service delivery, accounting and service assurance. - Ability to analyse, document and present information to peers and leadership. - Strong skills and experience with Visio & Microsoft Office Applications including Project. - Demonstrated knowledge or Jira and experience using this system to track and manage projects. - Transformation know-how for digital adoption and automation. Requirements - Normal Office working hours. - Remote with flexibility to travel as and when required for customer/team meetings. Benefits - Join a global, collaborative culture built around ownership, customer focus and continuous learning. - Opportunity to make a visible impact and grow your career. - Help shape how GTT delivers value to enterprise customers worldwide. EEO Statement GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

• Lead cloud solution strategy and technical discovery across public, private and hybrid environments • Design cloud-connected architectures including SD-WAN, SASE, Zero Trust, interconnect and edge solutions • Produce high-quality solution designs, migration strategies and technical documentation • Partner with senior customer architects and engineering teams to shape scalable, secure solutions • Drive competitive positioning, clearly articulating GTT’s value and differentiation • Provide market insights to Product and Engineering to influence roadmap direction • Ensure architecture governance, accuracy and alignment with GTT’s cloud and network portfolio