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Head of Professional Services
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Job ID: 119962
Position: Head of Professional Services
Job category: IT, Telecoms
Rate/Salary: 90000£
Job location: South East - ()

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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

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