Remote Team Manager - End User Services

Experis LTD
£35,000 per annum
06 Aug 2017
19 Aug 2017
Contract Type
Full Time

Remote Team Manager - End User Services

IT Operations, Service Delivery, Project and Change Management, Service Improvement, SLA's, KPI's, Metrics & Parameters for End User Improvements, Man & Team Productivity.

£35,000 to £40,000 + 10% Bonus + Benefits

Global IT Services and IT Solutions leader are seeking the services of an experienced Remote Team Manager End User Services to provide Operational Support, Advice and Guidance for current and future strategies and processes for their Remote Team IT Services function.

You will be responsible for the day-to-day operational leadership of your team of Remote User Engineers and Technicians ensuring they provide quality driven, high-level technical support and maintenance of wide, varied and demanding client base.

As the EUS Remote Team Manager is responsible for ensuring the engineering team are aligned and prioritised to meet SLA objectives and KPI targets for the 'Business as usual' support activities required to maintain and remediate the live systems that form the service. The EUS Remote Team Manager is responsible for the resource management and flexible allocation of resources across Project, Change, Problem Management, Incident, Request and other key Remote End User Service Processes.

You will be a "tenacious completer" responsible for service improvement, output and productivity of your End-User Services team and that they are aligned and prioritised to meet live system SLA's and KPI targets.

Your key experience will include 6 pillars for success:

Planning +Financial + Operational + Leadership + People Management + Stakeholder Interaction

  • Forecasting and forward planning of Team engineering resources required to meet day-to-day BAU Support activities and Project pipeline demand
  • Take an active, lead role in the development and implementation of team service / operational improvement plans and technical refresh / remediation plans, owning them through to a successful outcome
  • Maintain a forward schedule of Project demand for the team, participating and supporting Project and Portfolio planning activities
  • Regularly attend each site to build relationships with key stake holders and team members
  • Conduct and complete 1-1's, 6 monthly and end of year reviews to ensure remote engineers feel supported and all needs met
  • Undertake Project planning and resourcing allocation/prioritisation activities, overseeing all team activities and effectively managing challenges at each touch point to ensure each projects achieves their objectives
  • Working with the Head of End User Services, conduct 3rd party contract reviews, renewals and terminations
  • Ensure the EUS Remote Support Team adhere to all Processes, Policies and Procedures including Change Management, Problem Management, Service Request Management, Incident Management and Major Incident Management
  • Responsible for preparing regular and accurate SLA, KPI and other metric reporting as required for the performance measurement and metrics management of the Operations.
  • Ensure the EUS Support Team operational practices and procedures are fully documented, available and maintained at all times
  • Responsible for ensuring relevant technical design and configurations are maintained for the existing services and technology
  • Is a point of escalation for service exceptions, managing and where necessary upward-escalating in a timely and responsive manner

This role requires proven people and man-management skills while your objectives will be to improve and boost current processes, build and develop new processes and strategies for leading-edge Remote End-User Service Delivery.

For the successful candidate the client will offer a secure and stable working environment, an excellent salary and benefits package with potential career opportunities due to future growth.