Internal and external single point of contact for customers in the region
Financial responsibility for the reporting for the O&M financial actuals versus targets for the region
Management of Major Incidents & Problems through to resolution
Management of actions to reduce Incidents & Problems
Handover point between Project Delivery and Operational Maintenance in the region
Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract
Service expert/reference for senior management & customers of the region
Maintaining and updating a risks & opportunity analysis for each customer in the region
Take full responsibility for the Life Cycle management process for each customer
Take part in the CAB process for any changes taking place for customers in the region
Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company
Recognise the business impact of service quality issues and manage the resolution to customer
Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence
Manage the supply of any services delivered by 3rd parties within Operational Maintenance
Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary
Ensure stock and spares are being managed in line with account requirements
Ensure items returned for RMA are managed in line with the company policy
Work with the management team to develop and improve processes within the area and ensure process adherence within the team
Hold regular team meetings to ensure company communication reaches all staff within the team
Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team
Requirements
Degree preferred
Some experience of planning and running projects
Some experience of investigating and advising on less complex and non-contentious employee relations cases
Experience of dealing with the needs of a diverse workforce, including a range of skills and roles
Experience of ITIL v4 processes and Service Desk Activity
Experience of working in a fast-paced, customer-facing environment
Experience of managing and developing a team
Experience of supervising and assigning work to others