Specialist Computer Centres – SCC is Europe’s largest independently owned IT services group. We have been established for over 40 years, have over 5,000 employees within Europe and a turnover in excess of £3 billion. We deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations.
We now have an exciting career opportunity for a talented individual to join our service management team based at our European Headquarters in Birmingham.
Overall Job Purpose:
Working as part of the management team, you will be responsible for daily management of the service provided by the individual teams, ensuring that the highest levels of support are provided to our customers.
Although you will be aligned to a specific area, it will be vitally important that you work with your colleagues to ensure that the same level of service is provided to all customers, for all activity.
You will be responsible for the continued development and growth of the teams and the individuals within them along with developing standardisation across all the teams.
Working closely with the Central Support Manager ensuring that the overall team objectives are achieved, adopting an efficient, cost effective approach whilst not comprising on the quality of the service offered.
Main Duties of the Job:
Overall daily management of the teams, contingency planning, workload management, service level adherence, including analysing the quantity and quality of the work produced
Overall control of the team daily activities – ensuring that all daily, weekly and monthly activities are completed in-line with customer requirements
Management and control of all individual staff training plans – including review of training provided, documentation, development and delivery of any additional training required due to system or process change
Introduction training for all new team members
Performing probationary and annual reviews in-line with the Company Performance Management System
Conducting monthly team meetings, outlining targets, objectives, areas of concern, improvement plans, review of the KPI’s, using the data available to measure the current level of service being provided, identification of failures and implementing preventative actions, as well as reviewing the transactional levels and associated costs for the support
Overall management of team holiday requests, ensuring that all of this is approved, recorded and that the overall team is not exposed by low staffing levels
Managing all staff sickness, ensuring that this is fully documented, controlled in-line with company policy – including return to work interviews, counselling sessions, reviewing outstanding workloads and re-assigning as necessary
Working closely with all other team members ensuring that the service provided is structured and that we are providing a complete end to end service for the customer
Organising any additional training sessions – suppliers, other department training, process and system overviews
Regularly reviewing our systems and processes, providing recommendations for improvements, advocating the best working practises within the teams
Promoting the use of our standard systems and processes through the business and ensuring that the team use these effectively within their roles, including contributing towards any new system or process changes, recommendations, training, testing and implementation of any enhancements to our systems or processes.
Encouraging good working relationships between the central team and all other supporting departments
Encouraging the team to take ownership of service provided by the central team, including escalations, complaints and query resolution – reducing the dependency on the sales-force
Management and implementation of all Project related work, ensuring that the overall requirement is understood, developing the most streamline approach to delivering the service, producing documentation and providing full training for the individual team
Reviewing all complex work, ensuring that the requirements are fully understood and that the best cost effective approach is adopted
Maximising the business invoice revenue at crucial periods – month end, quarter end, year end, ensuring that all possible orders are invoiced and any business booked in line with vendor pricing arrangements
Regular review of the systems particular relevant at month end to ensure that all possible transactions are completed
Ensuring that all team members are aware of our ISO processes and that all work is completed in-line with these
Completing regular team audits of the service offered by the team, including quality of the work produced, recording issues, recommendations for improvement, managing improvement through service improvement plans, identifying any re-training or disciplinary actions required
Regular review of the Health & Safety requirements within the team – ensuring that any issues are recorded, managed and that the team comply with the business requirements
Ensuring that all team members are working in-line with any customer specific process requirements, service levels – ensuring that these are all fully documented
Management of escalations and complaints, investigation, corrective actions, response to customers, review with individual team members
Continuous development of the team and the processes/systems used, removal of manual activity, driving for automation where possible – promoting standard systems
Production of monthly team performance reports, reviewing performance, targets, costs, strengths and weaknesses within the team
Minimising internal costs – same day couriers, aged stock, cancellations charges
Ensuring that the team adopt a ‘right first time’ approach – reducing cost to the business and assisting in the debt collection
Attendance to Customer and Sales meeting as required and providing documented feedback of the discussion points
Pro-actively integrating any new business wins into the Central Team, ensuring that the team have a comprehensive understanding of the customer requirements and how we are going to deliver against these, providing account updates, training overviews, full documentation
Working with the business to minimise the risk of any fraudulent transactions
Contingency planning for any system failures and working with the business evoking any DR plans as required
Skills, Knowledge and Experience:
Previous supervisory experience in a customer service environment, ability to communicate at all levels, professional approach, motivational, ability to lead by example, hands on approach to management, well presented, articulate, report writing skills, good knowledge of MS packages and ability to create and review process maps
Commercial awareness is required to reduced risk to the business without compromising on service provided
Good knowledge of IT product offerings
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