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Onsite & Field Services Team Leader
Location: UK - Cust. Site ENG | Job-ID: 212205 | Contract type: Standard | Business Unit: System Engineering & Technicians
Life on the team
We have a requirement for an Onsite & Field Services Team Leader based in the Bristol/Gloucestershire area. We have a new service commencing in June requiring management of a public sector service, and engineering teams, based in Bristol, Gloucester, South Wales, and Herefordshire. The Team Leader will also be responsible for management of engineers at Worcester Acute Hospital Trust in Worcester/Redditch/Kidderminster.
Travel will be required across the area as the successful candidate will be customer location based. A company car/allowance will be provided.
The successful candidate will have a track record of leading IT services teams, achieving KPIs and SLAs and managing service improvements resulting in a first-class customer experience.
What you’ll do
1. Lead and manage a team of engineers to deliver the required contractually compliant service to the customer(s)
2. Lead daily calls with the support team to ensure issues are identified and managed appropriately
3. Engage with CC service managers and customer stakeholders to ensure service is running smoothly
4. Use reporting to understand data and performance indicators to drive service improvement
5. Use data and key relationships to forecast future resource requirements
6. Work with Technical Resource Group (TRG) to ensure resource and skill levels are fit for purpose
7. Work with the service delivery lead, other service team leaders, and internal operational teams
8. Identify, record, and manage issues to improve processes and service
9. Manage escalations and engage appropriate teams through to successful resolution
10. Manage formal complaints and dissatisfied users
11. Suggest and support new processes, changes to process, and improvements to service and/or user experience
12. Ensure adherence to both customer and Computacenter policies and procedures
13. Ensure a high level of team communication and engagement with objectives
14. Perform Team Operational 121s
15. Regularly attend management meetings
What you’ll need
1. Leadership and management skills
2. Strong organisational skills
3. Good understanding of IT services delivered to end users
4. Good understanding of our MOS processes and tools (Training will be provided)
5. Good knowledge of Windows and Office tools
6. ITIL knowledge or accreditation
7. SC clearance required (can be cleared in 6-8 weeks once recruited)
About us
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform, and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.
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