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Head of Distributed Field Engineering

SCC

Birmingham

Permanent

B32AA

Posted: 24/11/2022

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Role: Head of Distributed Field Engineering

Location: Birmingham, West Midlands (2 days per week)

Salary Package: Strong basic salary (neg.), Bonus Car and Strong Benefits

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

As we continue to put our customers first, this role, working as Head of Field Service Operations will be a key strategic and operational role; responsible for development, continuous improvement and ensuring that we deliver a consistently excellent service to our client base, whilst managing a large network of field-based colleagues across the UK.

You will lead the engineering team and own the end-to-end process and business unit for he distributed field team, where you will drive the culture and development of our engineer workforce.

Key Responsibilities:

Own the budget performance and profitability of the field, ensuring we deliver consistently excellent customer service. Improving customer satisfaction rates
Manage day-to-day operations of the engineering team, optimizing productivity and working closely with individual individuals where needed to unblock issues
Work closely with all internal departments to map the end-to-end customer journey, ensuring our products are fit for purpose and match customer needs
Ensuring that this organisation is truly one that puts the customer first, this should be embedded into each step of the customer journey
Ultimately responsible for executing onsite delivery of our products ensuring that all aspects of recruitment, onboarding, training, and ongoing performance is first class - effectively ensuring a right first time, every time, outcome for our clients
Continuously review and re-design the operational environment to ensure we maximise efficiencies utilising IT systems to their maximum
Develop, improve, and implement our customer contact strategy to meet the business operational key performance indicators aligned to our ambition and plans
Motivate and drive the team forward in achieving the key metrics and employee engagement
Create and implement an environment which supports and promotes personal and professional development. Driving our people first strategy
Foster and implement a reward and recognition culture
Grow & develop the management team, introducing technical, structural, and cultural change, encouraging open communication, engagement and initiative and leading the team in the pursuit of greater operational performance
Develop, monitor, and analyse key metrics for the day-to-day performance of the proposition through regions, ensuring the business is on track to meet business objectives
Key Skills & Experiences:

Extensive experience managing field-based staff across multiple locations
Ability to identify business risks and design and implement mitigation plans is a must, as are strong numeric, analytical, and commercial abilities
Strong leadership skills with proven experience of driving through cultural change
Experience of management at a senior level is essential, together with the ability to demonstrate the motivation, support, and development of others at all levels within the area of management
Proven ability to plan and co-ordinate all activities with the area of management, ensuring that all plans are cascaded and actioned to ensure service deliver
High level of understanding of the wider commercial environment in terms of industry competition and market focus is essential
Extensive experience of running a fast paced and varied operation
Ability to multi–task and to efficiently manage workload
Resourceful, self–motivated and reliable team player
Methodical and organised with meticulous attention to detail
Able to bring in new processes and ensure they are embedded
Able to clearly demonstrate a strong management background with excellent proven track record in improving customer experience
Strategic thinker and strong communicator
Budget planning and target setting across multiple teams
Why SCC?

An inclusive workplace
Excellent package: solid basic and company benefits
Hybrid working in line with role requirements
Career development and life-long learning opportunities
Opportunity to join Europe's largest privately-owned IT Company
We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief

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