Remote IT Resolution Centre Delivery Lead

Morson Technical Services are looking to recruit a RRC Delivery Lead to work hybrid from our Rollestone office near Salisbury. This is a permanent position.                          

The Remote Resolution Centre (RRC) Delivery Lead role is a home-based management position accountable to the UK Delivery Manager.  Direct reports to the RRC Delivery  Lead are RRC Technical Resolution Engineers.

JOB PURPOSE

The RRC Delivery Lead is responsible for the day-to-day delivery of their Team to ensure Contract SLAs and KPIs are achieved.  The  RRC Delivery Lead provides leadership to their Team, encouraging engagement whilst promoting the Company Values.

The RRC Delivery Lead has the responsibility of ensuring that the RRC delivers the required service and provides line management for the home based RRC Technical Resolution Engineers (TREs) who are responsible for maintaining the Remote Resolution Centre output and driving service improvement within the function.

MAIN ACTIVITIES AND TASKS

• Oversee delivery of the RCC to ensure that it delivers the day-to-day service.
• Line management responsibility for all RRC TREs  covering multiple locations  within the UK including PDRs, mentoring, and disciplinary management for team members.
• To lead, manage and develop individual TRE’s in accordance with Morson values.
• Chair the daily operations call and attend other meetings with customers and suppliers to monitor ticket status.
• Responsible for delivering Service Excellence to the Customer.
• Manage any escalations and help to prioritise and coordinate the response to major incidents.
• Manage the rostering of the RRC Team and act as an escalation point when required.
• Work closely with centralised functions to ensure we continue to meet our customer’s SLA and performance requirements.
• Schedules the work of direct reports, taking account of individuals’ strengths and the requirements of the work.
• Ensure team members remain suitably trained to deliver their roles and act as an escalation point for team members.
• Supervises and monitors the work of the team to ensure that processes and procedures are correctly followed.
• Be available for out of hours telephone support and participate in any relevant Duty Rotas and holiday cover where required.
• Through their Team, support the delivery of projects on an ad hoc basis.
• Ensure all security measures are adhered to on all Systems within area of responsibility.
• Ensure all operating/safety and technical procedures are implemented and followed.
• Conduct regular Team & one to one meetings for direct reports as required.
• Maintain all forms of electronic and manual records which support the service – including use of the service management tool to record all support activities.
• Ensure all team members complete routine administration on time (for example, timesheets, mileage capture and site visit reports).
• Build strong working relationships and work closely with Morson Delivery Team to share resource, provide cover during absence and manage conflicting priorities.
• Identify Service improvement opportunities that would benefit key Stakeholders.
• Actively promote the Morson company values within the Team
• Any other reasonable requests from the business.

ESSENTIAL TECHNICAL AND PROFESSIONAL SKILLS, KNOWLEDGE AND QUALIFICATIONS

• Demonstrate the ability to lead and manage a remote team.
• Ability to inspire and drive others to deliver business objectives.
• Understanding of engineering processes within an I.T service operational environment.
• Ability to promote collaborative engagement across a geographically separated team.
• Broad depth of IT knowledge.
• Electrical competency / awareness.
• Obtain and maintain a Home Office Security Clearance (SC).
• UK or EU driving license.

ADDITIONAL /SPECIAL FEATURES OF THE ROLE

• Role demands some travel to support and manage the team, and good use of communications technologies to maintain contact with team members and customers.
• To support the other functions (FSE & CRF) when required.