Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training.
We are looking to recruit a highly motivated enthusiastic individual to work within the Systems and Data Transformation Global Customer Care division at Jaguar Land Rover, based in Whitley.
In this role you will be the main point of contact to manage and oversee all areas of support provided to JLR within this team. Calex works with JLR to oversee and identify priorities for change and to manage workloads, lead and drive the delivery of services pertaining to the provision of operational support for JLR’s web-based applications, such as Excellence (The global retailer facing Learning management system), Adobe Connect (for the delivery of remote training) and digital applications linked to enhance Excellence.
The Global Learning Management Support Operational Manager will be responsible for providing the first point of contact and support to incidents and configurations relating to the Global Learning Management System. The role requires excellent communication and organisational skills and an ability to coordinate multiple tasks simultaneously. You will need to be resilient and thrive working in a rapidly changing environment. This role is all about managing the supporting applications, identifying priorities and organising the department's Service Desk Ticketing System, support teams as well as suppliers to drive incidents resolution.
Successful applicants will be able to demonstrate strong leadership skills and have good interpersonal skills. They must be able to manage the lifecycle of tickets, incidents or escalations as per agreed processes whilst contributing to ongoing processes & operational improvements.
The Operations Manager is responsible for ensuring the services pertaining to the operational support of JLR’s Global Learning Management System are delivered in line with service levels. They will maintain relationships with Global markets administrators, training managers and senior leadership teams, ensuring resources are available to support the delivery of any programmes through User Acceptance Testing and defining global training strategies to assist with the roll out of future technologies.
The Team
You will deliver support through the three distinct support teams, all of which support, maintain, and improve the LMS. The Operational Support Team is the first-line support for global training administrators, investigating and triaging all system issues. Working within a sprint format aligned with the agile methodology, you will collaborate with the system developers to resolve system errors and maintain constant communication with the customer.
The Content and Configuration Team is responsible for loading all JLR content to the LMS, ensuring it reaches the target audience as desired by the business. They also advise on best practices and deployment schedules for the business and build learner journeys so that all retail business roles receive the correct training to enable the highest-quality training.
The final team you will lead is the Project Management Office, which works on all LMS enhancements. This team is responsible for engaging with customers and stakeholders to ensure the upgrades delivered align with the business strategy and requirements of the end user.
Key job elements include:
* Regularly meet with and work with Stakeholders to identify and support all immediate and future requirements
* Ensure the appropriate resources are in place to support the requirements of the service
* Manage the lifecycle of queries, or escalations as per agreed Service Levels
* Provide data analysis to identify root cause
* Provide frequent management reports relating to the delivery of services on behalf of Calex to the client (JLR) KPI reporting
* Manage developer relationship with JLR
Other duties include:
* Working with a Global Ticket System 1st & 2nd line
* Analysing a high volume of incidents which occur in day to day operational situations
* Driving all priority incidents to the resolution with the suppliers or identifying and capturing the root cause of incidents from the respective resolver
* Oversee data quality optimisation, ensuring alignment of data to master systems, for both users and business units
* Manage robust processes to mitigate data errors, until such a time that a single sign on solution is deployed
* Lead the change for Excellence to be included in single sign on solutions
* Co-ordination & chairing of conference calls with suppliers, markets and internals where necessary to communicate, changes, updates or current status of incidents
* Escalating priorities and problem tickets with the respective resolver for absolute resolution with clear timelines of resolution
* Preparing daily reports for incidents and problems and also providing reliable service delivery by adhering to SLA targets where necessary
* Sending notifications to business owners where applicable & following up with the resolving teams for root cause
* Report Generation – Daily, weekly and monthly reports on Major Incidents or as required
* Analysis – Major incident trend analysis, Service Desk open tickets analysis.
* Ageing Incident reporting, Incident trend analysis.
* Leading and managing a successful team
* Reporting and maintaining SLA’s across suppliers and internal teams
* Maintaining knowledge/skill levels within the team
* Day to day team management activities
* Overseeing management of the wider Calex team within JLR
* Representing the Calex financial position within JLR/Managing budget compliance and details
* Oversee the continuous improvement lifecycle, delivering changes in line with business priorities
* Lead on projects linked to Excellence for the future, such as SSO implementation & FUSE integration
* Implement as required recruitment to the team or any wider requests from JLR.
To apply please send your CV and covering letter outlining your skills in relation to this exciting role.
Salary & Benefits: Up to £65,000 dependant on experience, 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice).
Pre-employment Checks: Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated references, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). This nature of this role will necessitate that we undertake a DBS check.
Your Employment: The successful candidate will be employed by Calex UK, For more information, please visit www.calexuk.com
Job Types: Full-time, Permanent
Pay: Up to £65,000.00 per year
Benefits:
* Company pension
* Employee discount
* Health & wellbeing programme
* Life insurance
* On-site parking
* Store discount
Schedule:
* Monday to Friday
Work Location: In person
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