Local Yorkshire Jobs - Search and Apply for Yorkshire jobs online

Head of Professional Services
image image
Job ID: 119961
Position: Head of Professional Services
Job category: IT, Telecoms
Rate/Salary: 90000£
Job location: South East - ()

View Profile
image image

image image


Head of Professional Services

Based: Reading
Salary: £75-90,000 base + car allowance + Bonus + Benefits

Our client is a leading Avaya Platinum partner. They are based in the South East, and are over 15 years old. They offer a complete contact centre offering from Avaya,Verint and other complementary technology providers. They are turning over in excess of £20m and growing rapidly.

Role Objective:

- Responsible for managing the Deployment Engineers and IT Service Consultants
- Management of the project management team 
- Responsible for the pricing of resource required for each project and then the successful resource allocation against forecasted projects. 
- Playing an important role in the order process from receipt of sales order to project / job completion including efficient implementation and installations, aligned with the Service Agreements and provision of excellent customer service 
- Ensure appropriate procedures and systems are used to provide efficient and cost effective service to the highest level of satisfaction for all customers 
- The role requires someone to structure and develop a full PMO process and bring more structure to the teams, which are expanding rapidly.
- Professional service pricing 
- Commercial resource management
- Backlog tracking on WIP
- Resource Utilisation
- Overtime and expense control and approval
- Ensure Individual and Department Key Performance Indicators (KPI`s) are met and if not corrective action plans drawn up, reviewed and agreed with Operations Director
- Provide monthly report to Operations Director on KPI`s
- Highlight any areas of concern in relation to resources or training needs for the engineers 
- Produce training records and development programmes for staff within department 
- Carry out quarterly reviews with team identifying, reviewing, setting goals and targets 
- Ensure each project or job is completed within the agreed budget and timescales required to customer`s satisfaction
- Manage and ensure the order review process is carried out
- Liaise with the Sales and Pre-Sales teams to ensure clarity and accuracy of the sales order process
- Manage and coordinate resources and equipment required for completion of each project
- Purchase equipment / services from key suppliers
- Ensure SLAs are met and operate within agreed parameters
- Liaise with Finance to ensure flow of information concerning invoicing and customer queries
- Work with all areas of the business to ensure operational success
- Ensure Customer Excellence is delivered every time
- Work Closely with the Head of NOC and Head of Managed Service to assist with resource requirements when available
- Maintain an accurate Customer Contract database including customer, equipment and project records
- Ensure customer contract renewals and invoicing area completed on time
- Own and manage customer escalations / critical faults
- Define and monitor policies and processes involved with department roles
- Ensure customers are given ample opportunity to feedback their experiences to improve our customer service

image image
To apply for this job please LOGIN or click here to REGISTER

Back to Search Results

Copyright © PrimeMploy 2009. All Rights Reserved.
Use of this website is subject to the Terms of Use | Privacy Policy

|   Engineering Manufacturing Jobs   |   Admin Secretarial Jobs   |   Art Design Fashion Jobs   |   Business Opportunity   |   Agriculture Horticulture Jobs   |   Accountancy Auditing Jobs   |   Customer Service Call Centre Jobs   |   Sales Marketing Jobs   |   Catering Hospitality Jobs   |   Charity Voluntary Jobs   |   Childcare Education Training Jobs   |   Construction Architecture Trades Jobs   |   Financial Services Insurance Banking Jobs   |   Graduate Training Jobs   |   Grahic Design Creative Media Jobs   |   HR Training Recruitment Jobs   |   IT Telecoms Jobs   |   Legal Jobs   |   Leisure Tourism Entertainment Sport Jobs   |   Management Professional Executive Jobs   |   Media Public Relations Jobs   |   Property Construction Jobs   |   Public Sector Government Education Jobs   |   Transport Logistics Jobs   |   Retail Wholesale Jobs   |   Scientific Pharmaceutical Jobs   |   Security Property Management Jobs   |   Social Care Nursing Medical Jobs   |   Civil Engineering    |   


inassociation with idibu and conkers

Designed and
Maintained by
Prime Creation Design