Resource Manager - Surrey, Sussex or Kent

Job description

Technical Services Manager; Resource Manager - Surrey, Sussex and Kent

Who are we?

We deliver full life cycle maintenance services and on-site technical expertise covering a wide array of technology from workplace to network infrastructure and everything in between. We put productivity, operational efficiency, customer excellence and quality at the heart of everything we do. Our technology enabled mobilised teams provide high quality, scalable expertise and support across a wide range of customers in Germany, France, The UK, The Netherlands, Belgium, Spain, and Ireland. We can also provide global network infrastructure support 24/7 365 days per year from our Kerpen based Global Infrastructure Competency Centre. Group Engineering & Maintenance Services and have over 4000 skilled and accredited IT technicians with access to hundreds more via our global partner network. We are a company where people matter. We are diverse, flexible and open. We are family friendly, supportive and offer flexible and home working. We have a can-do attitude and we aim to support and grow our family in whichever direction they choose to go, be that up or to a completely new part of the business.

Your potential Role

To steer and manage a remote team of engineers based in the South East area, including all aspects of recruitment, performance management and development, ensuring that the team have the necessary skills to be able to deliver Technical Resources Group (TRG) services to customers and provide excellent Customer Service at all times. To develop a strong business relationship with customers and be an ambassador for Engineering Services and our company. To assist TRG in meeting its performance and financial targets.

Operational & People Management (50%)
To build strong productive working relationships with aligned internal and/or external customers,
To conduct regular service reviews with aligned internal and/or external customers
Effectively manage the team of engineers - including all aspects of performance management.
Carry out regular and planned site visits taking effective and timely action on any issues raised
Produce and manage training and development plans in line with Corporate objectives
Recruit and induct high calibre engineers using the approved HR recruitment methodology and preferred suppliers list
Carry out contractor vetting in line with forecasted requirements working closely with the Master Vendor
Carry out all aspects of the TRG Management Operating System (MOS) and general processes and procedures as required by the role
Ensure that all administrative duties are planned and carried out in a timely manner in line with corporate goals
Attend scheduled management meetings as required and carry out any actions in a timely and effective manner
Work closely with their regional scheduling team to ensure that their team is appropriately and effectively utilised
Effective cost control.
Compliance with corporate and divisional H&S and HR policies.

Customer Satisfaction & Issue Management (25%)
Champion the achievement of Customer Satisfaction levels in line with corporate goals.
Review and management of customer feedback eg eCSQ and email.
Resolve all customer complaints or issues raised.
Management of local relationships.
Ensure that the team is focused on delivering best of breed customer excellence.

Leadership (25%)
Guide, motivate and inspire the team.
Act as a role model through personal conduct and contribution at all times.
Create a team environment where open and direct feedback is actively encouraged
Build an effective and cohesive team where everyone feels valued.
Set clear objectives for the team members and the team as a whole.

Critical Success Factors
Customer Satisfaction for the team meets corporate objectives
Employee satisfaction for the team meets corporate objectives
KPI's performance
Build and maintain effective business relationships with their day to day contacts in the Company
Ensure that engineers are appropriately skilled to carry out their job

You are the candidate
Excellent management, direction and coaching skills - either from an engineering or supervisory background (minimum of 2 years)
Background in IT service delivery
Good written and verbal communication and experience of presenting to small to medium groups
Knowledge of HR practices and procedures including Working Time Directive and Health & Safety
Excellent organisational and administrative skills
Excellent soft skills
Proven ability to work under pressure
Self-motivated and self-assured
Ability to contribute to and work with remote engineering teams
Educated to GCSE level in Maths & English or equivalent
Commercially aware
Technical IT background
Have an awareness and knowledge of the IT marketplace
ITIL experience and/or training
Use of MS Office and Outlook

Your advantages
Well-established remote working environment
Diverse and Inclusive team
High ethos and purpose-driven organisation
Opportunity to join a reputable and growing organisation

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.