To lead the Service Desk team of co-ordinators to provide high quality service delivery to Managed Services clients and support the maintenance provider's commercial objectives. To develop and implement a robust framework of operation for the Service Desk team and to oversee its consistent application in service delivery, compliance, reporting and administration.
To provide support to the Compliance Manager as required in the mobilisation of new and renewed business, reporting against compliance targets, and in working to ensure our compliance position.
To develop robust administration processes and procedures identifying the recurring periodic (daily, weekly, monthly, quarterly, annually etc.) administration tasks that need to be consistently carried out by the team
To ensure the compliance of processes and procedures, identifying any deviation and implementing corrective strategies where necessary
To provide line management to the Service Desk team including appraisals and ongoing performance review, conduct, attendance, capability and training requirements.
To establish an effective team meeting framework to ensure appropriate communication of relevant developments to the Service Desk coordinators.
Manage the service desk team leave.
Day-to-day ownership of the CAFM system for the delivery of service contract obligations. In practical terms, this will include the handover acceptance of mobilised contracts from the Contract Compliance Manager, management of PPM tasks, scheduling of engineers and subcontractors to attend planned and reactive works; review and progression to financial closure of Variations/Work Orders.
Production of recurring and ad-hoc contract performance reports in support of Contract Management for both external and client purposes.
To manage the service desk team to ensure reactive and additional work requests are effectively and efficiently progressed in accordance with contractual SLAs through to financial completion, monitoring the client systems, such as e-logbooks where required.
To ensure adequate information is available to successfully administer the contract portfolio; to raise any areas of deficiency with the CCM/CM as appropriate
To increase the face-to-face engagement of Service Desk coordinators with clients with an eventual target of a rotational 1 day per week across the team.
To monitor resource levels within the Service Desk team and to work with the Senior Management Team to ensure adequate coverage.
To liaise with Supervisors and Contract Managers on day to day service delivery issues and requests.
To ensure the MSD filing system is maintained in accordance with company and local standards, and to provide feedback on these systems.
To support the Engineering Supervisory team with indirect leave approval to ensure annual leave is sympathetic to the operational schedule.
To represent the Service Desk at the monthly Contract Managers Meeting; to communicate relevant information from that meeting to the Service Desk team effectively.
To ensure the availability of accurate and timely issue of data for reports to be used internally and externally as required
To liaise with the Contract Compliance Manager and service delivery teams to ensure that all PPM and reactive works SLA's and KPI's are compliant with the company and client standards and targets.
To ensure representation of the Service Desk team in the maintenance providers HPO initiatives.
To liaise with operational and finance teams to ensure timely and accurate data is progressed through to invoice (WIP).
To actively participate in a key role in the Business Continuity Plan and Disaster Recovery management plans.
To support Operations Manager and Directors in management information and contract performance reports.
To support the sales team in new business presentations or client system demonstrations as required.
In addition to the duties and responsibilities listed, the jobholder is required to carry out such other duties as may be required and as may be assigned by the directors from time to time.
If you are interested in this role please send your CV to or give me a call on 0207-621-2200.
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