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    Head of Enterprise Managed Services - United Kingdom - Onecom Limited

    Onecom Limited
    Onecom Limited United Kingdom

    3 weeks ago

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    Description

    Role: Head of Enterprise Managed Services (Full-time)

    Location: Whiteley, Hampshire / Hybrid (4 days at the office)

    Salary: £60,000 - £70,000 per annum

    Fantastic Hours: Mon - Fri, 8:30am – 5.30pm

    The task athand: We are looking for an established Head of Enterprise Managed Services who will play a pivotal role in ensuring high-quality technical support is provided to our customers, taking strategic and leadership responsibility for our 24x7 T1 and T2 teams and owning our Incident and Problem Management functions (to include out of hours and duty manager resource planning). Managing the lifecycle of all identified problems to ensure they have the appropriate focus within the business will be crucial.

    As Head of Enterprise Managed Services you will be working closely with multiple teams within Onecom to align on the service we provide to our customers, ensuring a seamless end-to-end journey. The Head of Enterprise Managed Services builds working relationships with both colleagues and customers, in turn supporting the company's commitment to achieving high standards of customer satisfaction and service quality.

    You will be working in a supportive, fast paced environment. The role involves a huge breadth and variety of duties including:

    Responsible for the 24x7 Managed Service Desk team, providing leadership, direction and guidance, motivation and support, clear objectives, personal development and meaningful feedback on their performance and addressing underperformance promptly

    Proactively manage our service boards to ensure that workflow is being prioritised and in line with our customer's SLAs, organising resource to ensure that requirements can be met to a high standard

    Own the technical support, out of hours and duty manager rota

    Engage with customers and suppliers to review the delivery of support, suggesting ways to continually improve internal processes and procedures with a view to enhancing operational efficiency and improve overall customer experience

    Engage with business transformation activities which will impact Technical Support and Customer Experience, ensuring that the Managed Service Desk is prepared to provide support for new products, suppliers and/or customers

    Acting as an escalation point for high priority incidents

    Working closely with customers, internal support teams and vendors to manage high priority incidents through to resolution

    Host major incident conference bridges, ensuring all conversations are documented

    Manage high priority communication bulletins to customers and internal stakeholders

    Own the Incident and Problem Management Processes, ensuring there is a minimum of an annual review to ensure all process steps are kept up to date

    Work closely with the Service Delivery and Support functions to ensure a consistent approach is adopted for all activities undertaken

    Continually seek opportunities for service improvements and operating efficiencies to be implemented.

    Provide coaching, guidance and support of the Incident and Problem Management process to ensure it delivers against the expectations of the customers and the business

    You'll be great in this role if:

    • You have proven experience of working in a 24x7, SLA driven Managed Service Desk environment (essential)
    • You are customer and service focused
    • You are prepared to go the extra mile to resolve customer issues to their satisfaction without compromise, you will do this by implementingeffective listening with the ability to diagnose a customer's problem and find an appropriate solution
    • You are highly responsive and have a strong sense of urgency and commitment to follow tasks through to the end
    • You have a technical understanding of telephony, cloud and connectivity solutions (desirable)
    • You have a strong understanding of ITIL (desirable)
    • You're an inspirational leader who demonstrates success and promotes team responsibility
    • You have strong people management skills and candrive a team to ensure they contribute to delivering first class technical support
    • You're able to lead and manage multi-disciplined staff and can support, train and identify development needs
    • You're a performance manager – understandingperformance drivers,promotingself-management and utilisingeffective coaching skills
    • You're confident with change management, workingthrough an environment of change and effectively leading a team through transitions beyond their control
    • You possess excellent decision-making skills, taking ownership and responsibility
    • You have a high level of commercial awareness
    • You're an excellent communicator with the ability to support and motivate staff

    Onecom Perks and Benefits:
    Agile working: Enabling our people to work where they work best, using our Agile Working Policy
    Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
    Birthday Break: Day off for your birthday, during your birthday month
    MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
    Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
    Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
    Pension: We offer 9% combined pension contribution
    Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
    Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption
    Rewards: Quarterly employee reward programme and annual awards
    Referral Incentive: You'll receive a bonus for each successful friend or family member you refer
    Socials: Work hard and play hard with our all-expenses paid company events and parties
    Foundation: Get involved in fundraising activities and events for our Charity partners
    Academy: Limitless professional development with access to our in-house training academy

    #J-18808-Ljbffr
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