Description:
- Operational support for all the company’ clients
- Remote Support.
- Onsite Support.
- Project Management.
- Client installations.
- Identify client incidents/fault trends.
- Ensure fault/incident categories and subcategories are correct.
- Manage the team to meet expected KPIs.
- Ensure the team identifies problem sites and implement long term fixes.
- Work with client IT teams to evaluate regional client reviews to ensure proactive incident management at client sites.
- Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate.
- Department profitability is maintained.
- Manage 3rd Party service teams to set KPIs
- Ensure all jobs undertaken follow the required process.
- Client management and issue management
- Department profitability is maintained.
- The Project Director will report into this role.
- Ensure all projects are managed according to the agreed project management methodology.
- Project quote, cost management and team management to agreed KPIs is essential.
- Department profitability is maintained.
- Although the Project Managers direct the installation teams the service falls within this roles’ remit.
- Ensure all sign-off, processes and delivery are managed to client expectations.
- Installation Team performance is managed to agreed KPIs.
- Department profitability is maintained.
- Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
- Design and deliver continuous service improvement programs.
- Plan and implement training and development initiatives for the teams who report to you.
- Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company’s performance.
- Lead the team in the implementation of strategic initiatives.
- Continually measure, analyse, and improve team’s delivery capabilities.
- Ensure maximum client network uptime.
- Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
- Attend off site meetings with customers.
- Carry out internal audits of policies and procedures
Requirements:
- Operational support for all the company’ clients
- Remote Support.
- Onsite Support.
- Project Management.
- Client installations.
- Identify client incidents/fault trends.
- Ensure fault/incident categories and subcategories are correct.
- Manage the team to meet expected KPIs.
- Ensure the team identifies problem sites and implement long term fixes.
- Work with client IT teams to evaluate regional client reviews to ensure proactive incident management at client sites.
- Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate.
- Department profitability is maintained.
- Manage 3rd Party service teams to set KPIs
- Ensure all jobs undertaken follow the required process.
- Client management and issue management
- Department profitability is maintained.
- The Project Director will report into this role.
- Ensure all projects are managed according to the agreed project management methodology.
- Project quote, cost management and team management to agreed KPIs is essential.
- Department profitability is maintained.
- Although the Project Managers direct the installation teams the service falls within this roles’ remit.
- Ensure all sign-off, processes and delivery are managed to client expectations.
- Installation Team performance is managed to agreed KPIs.
- Department profitability is maintained.
- Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
- Design and deliver continuous service improvement programs.
- Plan and implement training and development initiatives for the teams who report to you.
- Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company’s performance.
- Lead the team in the implementation of strategic initiatives.
- Continually measure, analyse, and improve team’s delivery capabilities.
- Ensure maximum client network uptime.
- Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
- Attend off site meetings with customers.
- Carry out internal audits of policies and procedures
- 2 years’ experience in Information Technology Industry
- Training in networking and relevant Information Technology qualification
- Drivers Licence
- Substantial experience in coaching and mentoring teams on a daily basis
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Demonstrated experience in organisational change management (transformational experience)
- Substantial experience in the management of people, process and technology
- Ability to solve problems
- Able to use initiative
- IT and Installation knowledge and experience
- 2 years’ experience in Information Technology Industry
- Training in networking and relevant Information Technology qualification
- Drivers Licence
- Substantial experience in coaching and mentoring teams on a daily basis
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Demonstrated experience in organisational change management (transformational experience)
- Substantial experience in the management of people, process and technology
- Ability to solve problems
- Able to use initiative
- IT and Installation knowledge and experience
03 Apr 2025;
from:
careers24.com