Job Description
Position Title: Service Operations Manager / Service Desk Manager / Engineering Service Desk Manager
Industry: Security Systems / Security Systems Installer / CCTV / Access Control / Alarm / Intruder
Based: Buckinghamshire
Highly Competitive Salary + Excellent OTE + Bonus + Company Car OR Car Allowance + Mobile + Laptop + Holiday + Pension + Company Benefits
This is an opportunity to earn an excellent salary whilst working for a highly established provider of Security Systems who sits as a recognised quality provider within the Installer sector who operate globally. This business sits as a recognised leader in innovation amongst their competitors for solutions and operates a high-quality operational capability to ensure maintenance of their reputation as a truly value-added provider in line with their policy to provide best in class quality within the industry. The opportunity for progression is excellent, this in addition to the excellent company organic growth and reward ethos makes it a true vehicle to success for aspirational individuals who are keen to capitalise on a rewarding salary package in the knowledge that long term progression and development is readily available. Given the rewards on offer the client is keen to employ individuals who have aspirations in line with the companys ethos for consistent growth, professional progression and advancement.
This organisation has employees who have been with the business up to 25 years and it is not unusual for employees to have worked there for 10+ years, exemplifying the groups ability to consistently advance individuals both from a professional skills and career perspective. The points of contact we work with in the business are a great example of people in industry who operate with the upmost professionality at all times and therefore they are keen to work with a person for this role who will suit a positive culture such as the one that currently is in situ throughout the organisation.
The Company is a very well established and highly recognised brand within the Security Systems Installer Sector, their reputation across the whole of the UK from Scotland down to the south coast is excellent and they operate globally particularly within the EMEA region and this is something they wish to capitalise on via the appointment of this individual given the role is due to business growth and group investment. The business prides itself on a best in class service and runs in line with all industry regulations, additionally this business has invested heavily in accreditations and health and safety standards which bodes very well with regards to brand image and when going through tender processes for business, you will have multiple national client sites to reference when looking to bring on larger opportunities.
Please see below for a full overview of the role:
Key areas of responsibility:
To manage the Client reactive service works
Managing the chargeable works finances to ensure that all non-contract work is charged.
To deliver service and preventative maintenance from concept sales stage into a fully operational and delivered service.
The planning and managing of the labour resource and documenting of the processes.
Manage and co-ordinate the requirements for sub-contract labour and liaise with the key providers.
Work closely with the Client and delivery team.
Interface at a number of levels within the company with regards to materials, equipment ordered and delivery dates in line with projects.
Supporting the team with pre-preparation of risk assessments and method statements for all service[1]related tasks.
Managing Escalation to technical teams as needed.
Monitor on a daily service calls progress and ensure SLAs are being met.
Proactive diary management responsibility for keeping an overall view of the calls being worked on.
Manage and meet with clients expectation in line with service level. Prepare and share monthly reports to clients that require them.
Escalate any problems or issues to Director Level.
Coaching/mentoring the service team to deliver efficiencies in both financials and time management across the team.
To manage as efficiently and effectively as possible.
Liaise at all levels with Engineering Teams.
Always presents a professional and confident image both internally and externally.
Exceptional time management skills.
Strong communication skills.
Error free and timely correspondence.
Use initiative appropriate to position and demonstrates a high degree of pro-activity. Experience and Professional Qualification Requirements:
Essential:
Team Management experience
Proven track record within the security industry or demonstratable experience in the customer care industry
Experienced in dealing at an Executive level both internally and externally.
Able to work in confidence with confidential matters.
Ability to work under pressured deadlines.
Ability to lead a growing service engineering support team to support the client maintenance base.
Have a background in team mentoring and development
Experience in recruiting people for team growth as required.
Behaviour and Personality Profile
Proactive.
Effective communication skills both verbal and written.
Extremely well organized, excellent planning and prioritising ability.
Ability to make decisions
Able to cope with and manage multiple demands.
Ability to work under time pressured deadlines.
Ability to ensure that others deliver what is expected on time.
Able to respond with appropriate urgency to situations and events that require quick response or turnaround.
Able to make good, timely decision in relatively complex situations.
Able to take effective action without having to know the total picture.
Self-starter/works on own imitative.
Business/commercially aware.
Diplomatic & tactful.
Willing to learn.
Patient and calm
Assertive.
Team player.
Flexible.
Able to communicate at all engineering levels within the company.
Purpose
Responsible for all aspects of the Engineering Service Desk offering.
The Engineering Service Desk Manager designs and implements strategy for the Service Desk ('the desk). Managing a team of Service Desk Operatives in support of a global customer base who utilise the engineering services of the employer globally in particular within the UK and EMEA.
The role is key in ensuring that our delivered security systems solutions are supported with a 'higher than industry standard first time fix rate, minimal user call wait time and driving an efficiency approach to support.
Key Dimensions
A key management role within the Service Division.
Engineering Support Desk strategy definition and implementation including policy, process, automation and performance standards.
Ensuring conformity with process, procedure and guideline deemed to be 'best practice the Engineering Service Desk Manager will have responsibility for the desk service meeting agreed levels, measured through key performance indicators and customer satisfaction standards.
Leading a team motivated to deliver high levels of service, line management responsibility includesTeam Leaders and 15+ IT Support Operatives.
Responsible for high quality and efficient handling of all aspects of day to day service desk management, including incident resolution escalation, and workload management.
Additional responsibilities and challenges
Overall
Deliver world class engineering service desk support for the business globally.
Provide effective and efficient desk staffing through relationship management with managed service and recruitment agencies.
Provide a primary point of Support for all engineers, contractors, sub-contractors and clients. Providing either workaround, fix, management or technical escalation and job allocation as appropriate.
Provide support to projects through the Support and Transition process ensuring that the appropriate documentation is available, and the support work flow path is clearly communicated.
Third party vendor relationship management including sub-contractors and out of hours / overflow service desk outsource partner.
Input into the department budget. Track and report on expenditure and ensure costs are managed.
Team Management
Line manage the activities of staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.
Develop and encourage effective communications processes between the service desk staff and internal departments.
Motivate the Team ensuring that morale levels are high.
Monitor and measure team and individual performance to regularly reviewed standards.