|Overall Job Purpose:
Ø Actively participate in the management and development of the distributed services operation
Ø Manage all day to day activities of the distributed services operation
Ø Manage all day to day activities within the area stores locations where applicable
Ø Monitor, analyse and assist call co-ordination staff for the area
Ø Monitor, analyse and develop area performance against contractual SLA
Ø Monitor, analyse and develop individual performances within the field and stores functions where applicable
Ø Manage cover for Engineering staff during holiday and sickness.
Ø Generation and publication of management information,
Ø Develop working relationships with internal and external customers
Ø Actively manage and progress the escalation process within the area
Ø Proactive identification of areas requiring improvement, both internally and externally.
Ø Proactive identification of cost and best value drivers, for the benefit of both internal and external customers
Ø Initiate and drive a continuous improvement programme
Ø Manage all staff members on a short interval basis
Ø SCH UK Services contracted performance
Ø Area Operations Manager
Ø All Field and site based Engineers
Ø Local Stores, stock accuracy and Engineers Car Stocks
Ø Performance against SLA
Ø Cost awareness
Ø Branch communication, escalation process
Ø System PDA Utilisation and processes
Ø Ensure compliance to all company and client procedures and policies
Ø Customer satisfaction rating
Ø To maintain personal and professional development to meet the constant changes of the role, participating in appropriate training activities provided by SCC.
Ø Encourage and support all staff within the area with their personal development and training.
Ø Appraise individual and area performance, identifying requirements.
Ø Undertake such reasonable duties, training and/or hours of work as the business requirement dictates and which are consistent with the expected level of responsibility of the role.
Ø To undertake Health and Safety duties commensurate with the post and/or as detailed in the SCH Group Health and safety policy.
Ø To take an active role in projects not directly linked with the role.
Ø To assist with administration of project and resource scheduling.
Ø Attend customer meetings when requested and necessary.
Ø Management of problem and change processes for the SCC team
Ø Ensure that all Problems and Changes that pertain to the software and hardware infrastructure are managed appropriately
Ø Focus on identification and delivery of service benefits to reduce failure rates, improve availability and improve asset utilisation
Ø Implement an effective continuous improvement process based on pro-active service principles
Ø Provide leadership to the technical team and act as a point of escalation
Ø Represent SCC in Major Incident reviews
Ø Provide guidance and cover for others in the Management Team
Ø In all contacts, the Operational Team Leader will be required to present a consistently good image of SCC’s Distributed Services, SCC UK services and Specialist Computer Holdings as well as maintaining constructive relationships with both internal and external customers
Quality Duties Responsibilities:
Ø Meet individual requirements of the Company Quality Assurance policy and standards
Ø To control and catalogue distribution of all group publications, inclusive of customer specific software
Ø To ensure that all persons within the regional structure comply with the Company Quality Assurance policy and standards.
Ø To continually initiate and manage to an acceptable conclusion any and all improvement activities
Health and Safety Duties
Ø Continually identify hazards and risks and ensure adequate safety controls are in place and operating satisfactory.
Ø To be familiar with the Specialist Computer Holdings, Health and Safety policy, ensuring a full understanding of its requirement.
Employees must be aware that they have a legal duty under the Health and Safety at Work Act 1974 to take all reasonable care for the health, safety and welfare of themselves and of other persons who may be affected by their acts or omissions at work.
Ø Communicate on a day-to-day basis with all areas of the area structure and Managers/Team Leaders of external areas such as TST, Co-ordination, Customer Managers and Logistics, to facilitate the generation of proactive feedback communication concerning the service provision, environmental changes, repairs and future contractual proposals.
Ø To communicate and update external and internal customers with issues relating to the maintenance contracts.
Ø Hold regular Area meetings.
Ø Communicate training needs to the Operations Manager and Training department.
Ø Communicate requests and ideas to improve the contract, call system and practices to the Operations Manager and/or SCH UK Services senior management.
Ø Timely and responsive communications both internal and external