Regional Manager

Key areas of Responsibilities:

  • Provide leadership to Field and On Site Services technicians.
  • Act as a point of escalation for internal and external stakeholders.
  • Responsible for the achievement of SLA targets for customer accounts which the Regional Manager is assigned as the Client Champion Leader.
  • Actively participate in the development of existing client accounts, work with account management teams to provide the customer with regular opportunity and innovation reports and annual technology roadmaps.
  • Working alongside the customer service management team to provide service management to local accounts.
  • Actively contribute to the development of the Delivery Services department.
  • Identify training requirements within local delivery teams.
  • Performance management of local delivery teams.
  • Work with HR team to manage issues within local delivery team.
  • Budget governance, reporting and forecasting.
  • Management of projects delivered to both internal and external customers.
  • Chair and contribute to meetings for both internal and external customers.
  • Work with internal service towers to transition new IT service accounts into the business.

Objectives:

  • Actively promote Client Championship program.
  • Identify efficiencies within service delivery.
  • Work with Management Team to develop and measure departmental OLA’s and KPI’s.
  • Contribute to the departments ongoing quality assurance targets.
  • Actively promote the business core values.
  • ITIL V3 accreditation within agreed timescale.

 

Experience/Qualifications

  • Good written, verbal and analytical skills.
  • Able to work in a fast paced environment.
  • Minimum of 10 years’ experience within a senior level IT support role.
  • Good working knowledge of ITSM toolsets.
  • Previous experience of leading a team.

 

Location: London Region

To apply for this position, please send us an email.