[Expired] Service Manager

Description:

Reporting to the Technical Director

Office based role with regular site visits.

Must be commutable daily to the Beaconsfield area.

The role:

You will be a key employee within the team, heading up the Service Delivery Team with a view to making sure that both client SLAs and the Service Department team are running smoothly and efficiently.

You will be directly managing the Service Desk Team and the Service Operational Manager who in turn manages the Service Engineering team.

Although there are no direct budget responsibilities in role, there is a daily interaction with the team to ensure all billable works are efficiently invoiced and you will have to manage invoice queries with clients and internal Account Managers.

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 our 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 related tasks. 

·        Managing escalation to technical and PES 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 client’s expectation in line with service level. 

·        Prepare and share monthly reports to clients that require them. 

·        Escalate any problems or issues to Director Level.

Success Criteria: 

·        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: 

·        Team Management experience is essential.

·        Proven track record within the security industry is beneficial.

·        Experience in enterprise security solutions is beneficial.

·        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.

Behaviour and Personality Profile: 

·        Proactive. 

·        Effective communication skills – both verbal and written. 

·        Able to communicate at all engineering levels within the company.

·        Extremely well organised, 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 and tactful. 

·        Willing to learn.

·        Patient and calm. 

·        Assertive. 

·        Team player. 

·        Flexible. 

The package:

·        Circa £50,000 per annum DOE

·        Car allowance

·        Profit related pay scheme