Job Description

###

Description

The role does require substantial travel across a large geographical region from the South Lake District area, over to North Yorkshire and everything South including Wales (both north & south Wales)

and therefore the successful postholder must reside within this area, and be prepared to attend the Company head office in Derbyshire on a regular basis.

To leads a Field Service engineering team across a geographical region, providing technical support and leadership for the services & systems within the Workplace Service team. The role will be required to manage, support and deliver multi-faceted technical support directly to the business with the highest level of technology expertise, experience & knowledge, across multiple technologies, with a heavy focus on customer service, ensuring the team delivers exceptional levels of proactive customer service.



As well as supporting our business customers, the role will also provide technology leadership within the Field Services team by overseeing the technical & operational activities that support the operating of the team and services. This includes delivery toolsets, solution design, technical design, service design, IT project delivery and technical research & development. The role will work closely with other technology leadership team across the wider BTS team, such as Enterprise Architecture and peer Field Service Managers, to support strategic technical planning and delivery.

The role ensures that all activities fall in line with the guidelines that are given from the Workplace Services Manager to ensure a standard approach is adhered to, working closely with the other Field Service Managers and Principal Field Engineers to define and document standardised procedures across the regions/countries when applicable.###

Key Responsibilities

Managing and supporting the assigned team of Field Support Engineers and Principal Field Support Engineers. Including skills gap analysis, training and continuous development to ensure consistent and high-quality delivery across the team and the wider WPS teams. Working in conjunction with the peer Field Service Managers and Workplace Services Manager, to assist in defining the service catalogue for the WPS tower. Managing the efficient resolution of all support tickets that are raised, ensuring compliance with SLAs and providing key metrics to the Workplace Services Manager and monitoring the outcomes for effectiveness, providing the end user with the tools to allow them to get value out of the systems. Deliver a proactive support service, ensuring structured operational practices are maintained. Provide structured reporting and alerting on all aspects of service performance, both technical and operational/service quality, using to drive continuous service improvement. Act as a point of escalation for service issues, working closely with IT Business Partners and BTS Service Tower Leads to manage and handle any escalations or complaints. Manage the escalation process to third party support partners. Produce and maintain relevant technical documentation and SOPs within Workplace Services. Work closely with the IT Security team to manage the implementation of necessary security technology and configurations across services. Support the Workplace Services Manager with work on strategic technology initiatives and plans. Lead the team in problem management and major incident management activities as necessary, including activities such as root cause analysis, complex troubleshooting and trend analysis. Proactively support company compliance with Health & Safety legislation as well as adhering to Company standards in line with Company polices, processes and practices, including the undertaking of risk assessments as appropriate to ensure everyone goes home safe and well. To attend regular business management meetings, translating business requirements into deliverable improvements that provide both cost savings and elevated user experience. Ensure systems, services and activities of the team align with technical and operational standards, escalating exceptions as necessary. Oversee the management and supporting the roll-out of new sites, either through acquisitions or organic growth. Assist the Workplace Services Manager with resource planning to ensure accurate and timely project delivery, while continuing to meet the demand of the business' daily support services, including overtime, out-of-hours support and third-party resource. Ensure team adherence to wider BTS policy, process and procedure. Contribute and support the development of the wider Workplace Services strategy and future plans. Undertake any other activity as reasonably requested by management.


###

Skills Required

Essential Skills

Previous in-depth experience of providing technical field support across a multi-site organisation. Outstanding communication and interpersonal skills, communicating at all levels with professionalism, confidence, empathy and effectiveness. Motivating and mentoring team members with effective delegation and continually managing performance through regular reviews. Setting realistic deadlines and expectations with measurement through SLAs and KPIs. Mediating disputes within the team or with users while maintaining a positive and collaborative environment. Customer service orientated mindset, ensuring high levels of end user and business satisfaction. Handling complaints and escalations with professionalism, discretion and tact. Making informed decisions under pressure while prioritising incidents and service requests. Managing multiple projects simultaneously. Keeping up with emerging and cutting-edge technology and adapting to changes in systems or processes. Align support operations with business goals and identify opportunities for improvement or automation. Ability to prioritise workload, flexible in approach to problems and use own initiative to achieve results. Flexible and willing to travel across a region and nationally as required, in line with role requirements, which may include overnight stays at short notice.

Desirable Skills

Relevant ITIL Qualifications beyond Foundations. Prince2 Foundation level or Higher. Relevant technicalmanagerial accreditations across Desktop Support, Networking and Infrastructure A Technical Computer Science Degree, Higher Education qualification or extensive business technical experience. Formal Team Management and Leadership training. Maintains Customer Satisfaction/engagement training.


###

Job Benefits

Car or Car Allowance 25 days holiday plus bank holidays Contributory Pension Scheme Free on-site Parking Holiday Buy Scheme Volunteer Scheme Share Save Scheme Life Assurance Enhanced Maternity, Adoption & Paternity Scheme Health & Wellbeing Initiatives Discount Scheme


###

About Breedon Group plc

Breedon is a leading vertically-integrated construction materials group in Great Britain and Ireland.