Service/Call Centre Manager

Job description

• Monday to Friday - regular hours (none shift)
• Competitive salary, healthcare, pension, holidays - may be able to consider beyond 50k for very strong applicant
• Single site based in Stoke with some travel on expenses for wider team meetings

A leading Facilities Management (FM) provider, are looking to recruit an established and confident Technology Service Centre professional to come in and join their service centre/call centre team dedicated to the support of a critical Engineering Maintenance Telecommunications contract.

This team, working on a day and night shift basis provide oversight of the client's "critical" estate, consisting of Data Centres and a high volume of "switch sites".

The team pick up alarms reporting on faults with HVAC systems within these sites, seek to understand the severity of the issue, complete a ticket, and work with the Engineer and/or sub contractor to ensure the maintenance task is completed.

This is a fast paced role, leading the team of 16 including Shift Leaders with the team operating 365 days a year, providing coverage of over 5000 client assets.

In post, you will play a key part in the running of this team, supporting on the successful maintenance delivery across the client's estate of one of the UK's leading Telecoms firms.

Actions will include:

• Lead and develop a high-performing operational team responsible for monitoring and managing critical technical services.
• Provide leadership and direction within a 24x7 operational environment.
• Create a culture of accountability, collaboration, customer focus and continuous improvement.
• Lead and develop a high-performing operational team responsible for monitoring and managing critical technical services.
• Provide leadership and direction within a 24x7 operational environment.
• Create a culture of accountability, collaboration, customer focus and continuous improvement.
• Establish effective processes for identifying, managing and reducing operational risk.
• Ensure recurring service issues are investigated and resolved through structured root cause analysis.
• Lead initiatives that improve service stability, performance and resilience.
• Provide oversight of operational changes affecting critical services and infrastructure.
• Ensure operational risks are understood and appropriately managed during change activities.

We need from you:

• A strong background in a Service Centre environment, such as a call centre, with preference for a bias towards Technologies and "critical incidents"
• Any technical knowledge Of Mechanical and/or Electrical systems would be good as would ITIL familiarity

Reference 225696733