Operations Manager (SME)

Posted 4 days ago by Delaney Browne Appointments

Do you want to work in a fun environment, where there is a good mix of people, there is a warm and welcoming environment and lots of banter, whilst you enjoy providing a high degree of professionalism in this state of the art, SME business in High Wycombe.

Are you from an, IT or Managed Services background (not essential but nice to have) ? Are you from a SME sized business where you have shaped the framework of a department, and love team management/client management and improving processes and procedures?

This role is primarily to provide support to the Service & Support Director, Operational
Management of a service delivery desk and Management of the service
and support desk team. This team comprises of Technical Co-Ordinators and the Technical
Support Desk, which in turn manages the co's field engineers and onsite technicians.

This person will also be responsible for Client Customer Services, delivery of SLA’s,
processes, procedures, timely delivery of reports to our clients, follow up visits, PM
scheduling and leading the team in a forward direction.
They will assume overall responsibility for the smooth running of the service delivery to
clients, reporting on a daily/weekly basis to the Service & Support Director on all stats,
callouts, any issues and opportunities. The division’s performance will be reviewed against
KPI’s and customer satisfaction surveys.
They will be an escalation point for clients and must be able to proactively deal with
anything that may arise to ensure customer satisfaction.
The team management will ensure that Field Service Engineers attend client sites with the
correct information, skills, tools, and parts to affect a first-time fix, whilst ensuring timely
follow up visits should they be required.
They will also need to ensure that quotes are correctly specifying spares, and equipment.

Key Responsibilities and Duties
 Operational Management of the Service & Support Division
 Management of the Service Desk team
 Support Service & Support Director
 Put processes and procedures in place for the Service division
 Agree KPI’s with Service & Support Director and instigate these ensuring they are
 Provide an escalation point for clients and deal with any issues/complaints that may
arise - this could be out of hours
 Put in place new procedures to improve the efficiency of the division
 Identify trends in fault reporting and put procedures in place to proactively improve
our response.
 May be required to attend client meetings and service reviews
 Meet weekly and provide weekly reports to Service & Support Director
 Record and audit calls to service desk on a weekly/monthly basis
 Record and audit engineer visits on a weekly/monthly basis
 Provide statistics on a monthly basis - top 10 clients etc
 Hold a monthly service team meeting and ensure these are minuted and follow ups
are actions
 Create annual audits and service schedules to cover critical spares held on site.
 Keep client asset lists up to date co-ordinating with Onsite and Field Engineers
 Create RAMs for engineer visit and ensure they are approved in a timely manner.
 Cases not fixed first time are investigated and ownership to ensure follow up action
is taken
 Updating CRM and updating clients in a professional manner.
 Ensure site surveys are completed and all paperwork is collated and has uniformity
 Understand and proactively adhere to customer SLA’s
 Proactively monitor types of faults and repairs for trends in equipment failure
 Ensure all documentation is passed to from Projects to Service once a project is
 Ownership of faults that occur within the first 3 months of Project completion
 Provide phone cover for Service Desk

Required skills

  • operations manager
  • Service Desk management
  • Audio visual background
  • Managed services background

Application questions

Do you live within 15 miles of High Wycombe?
Are you from either an AV. IT or managed services background?
Have you a proven history of operations management in an SME?
Are you able to manage many projects at one time?
Do you have experience of writing reports providing insight to clients that adds value?

Reference: 36653469

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