The Role: Service Delivery
Contract: Perm
Salary: £45k
Location: Reading
Start date: ASAP
Due to the nature of our client’s work, the successful candidate will need to already hold SC Security Clearance and be prepared to obtain DV Clearance. For this reason, we are only able to progress with applications from British born nationals.
As a Senior Technical Team Lead you will be working closely with the customer, account team ADL and wider account team to implement our contractual delivery requirements as well as leading a team of circa 20 employees. You will oversee an experienced team including several Teams Leads dealing with a varied user base in the end user services space. As a Senior Technical Team Lead you will be adaptable, organised, and flexible in your approach to conform to tight deadlines and consistently meet service level agreements.
Responsibilities include but are not limited to:
- Manage day to day operations for the EUS service under your remit
- You will act as a central point of contact for the EUS service under your control and will work closely with the management teams to ensure all workload is completed on schedule and within the budgets set
- Create and maintain a statement of work to ensure this is a true reflection of FDS delivery and manage the regular updating and approval of said SOW
- Single point of contact for the company account service line you operate within
- Hierarchical point of contact for escalations, assignment of Technical escalation to relevant resolver where required
- Manage BAU & Project escalations from the FDS team, Business, Incident and Request Management teams
- Responsible for people management tasks including but not limited to PDP, absence and performance management, holiday planning, scheduling, 1-2-1s for direct reports, holding team meetings, on boarding/off boarding, time management tasks, recruitment, and resource management
- Manage project requests, this includes validating requested and assigning to team for delivery
- Ensure relevant call queues are monitored and responded to within OLA’s and SLA’s
- Produce performance metrics as required/requested and review these with the Account team. subsequently compile and deliver presentation on site metrics to respective client as required
- Assign ad hoc tasks and requests daily
- Ensure weekly/monthly tasks i.e., audits are carried out including but not limited to the monthly security access. Review confirmation emails and KPI reporting
- Cascade of information from the Client to the team to ensure they are informed of relevant business updates
- Responsible for finance tasks including but not limited to monthly billing, additional billing, overtime and standby, budgeting and forecasting. Liaise with account team and internal FDS business team to make sure forecasting and cost are controlled and shared with necessary colleague and internal customers
- Manage security access within team and customer security teams following agreed processes and procedures
- Manage HSE concerns and ensure team members have required PPE
- Review Demand Forecasting for stock associated with the account
- Manage Refresh and Sanitisation Monthly deliverables
- Manage delivery for client locations
- Contribute to open communications and including weekly drains up review of performance highlighting issues and concerns. An open, transparent approach is required
We also offer an excellent benefits package including personal pension plan, and various other flexible benefits including private medical cover, life insurance, and flexible holiday to name a few.