SCC London, UK
Full time
The role of the Operations Manager is to oversee SCC's Managed Service operation within areas of responsibility. You will be responsible for a team of around 100 personnel delivering distributed IT services to a wide and diverse range of customers and IT equipment, ensuring SCC meet the contractual SLA's and services in place with our customers. There will be a requirement for you to oversee the engineering utilisation performance, continually looking to improve the service delivery and processes in place while considering the commercial impact to the business. Main Duties of the Job: Ensure there is adequate resource to deliver all services your team are responsible to supporting To strategically plan the area development in line with business objectives both current and future Oversee the training and development of existing employees and ensure that skills meet the requirements for field and CRM sites Assist with the recruitment of new employees Responsible for the safety and well-being of all employees under your management during their contractual hours Act as a mentor to all your management teams Generation and publication of management information on a weekly and monthly basis as required Actively manage and develop the escalation process within the region. This may require you to support any major escalations out of core business hours Proactively identify areas for improvement internally and externally around service delivery, new technology etc. Contribute to Security measures and procedures Contribute and comply with Company Quality Assurance policy and standards Own and drive forward cost reduction by process improvement and integration into the business Organise regular monthly service reviews with the Customer Relationship Managers and Operations Team Leaders providing minutes of the meeting and managing the completion of any actions assigned to DS Represent SCC in a professional manner while at Customer meetings and presentations Manage the disciplinary process for all staff under your management Assist in building the business relationships with Service Management Assist in any TUPE situation or Union meetings with HR Be involved in service transition and any other duties supporting Managed Services To communicate with CRM or SM with any updates, progress or issues. Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace Must be professional and presentable at all times. Respond to any requests for information from your line management in a timely manner Work a certain amount of overtime when required to do so. Be Familiar with all SCC polices and processes relevant to the role and/or your responsibilities to SCC and our customers. Be Familiar with customer policies and processes where applicable Responsible for the performance management review process and manage personal development to maintain a motivated team of skilled individuals Assist in other product areas when conditions require as directed by the Operations General Manager Skills, Clearances, Knowledge and Experience: Proven experience or qualification within a similar management role in an IT environment Extensive field service, service delivery, service desk resource management, logistics and service transition experience Good management skills and experience of managing a large team of technical resource (90+) Must have an understanding of Manufacturer Warranty process ITIL knowledge and experience Must be able to communicate ideas effectively and be able to think on their feet. Commercial awareness and ability to manage and reduce costs Ability to read and interpret customer support contracts SC Cleared Full Driving licence
SCC Bristol, UK
Full time
We are SCC - Specialist Computer Centres - the leading IT services organisation in Europe. We now have an exciting career opportunity for a talented Linux Engineer to provide support to our customer based on-site at their facility in Bristol. The role: To install, configure, troubleshoot Linux based operating systems, and advise on continued usage and deployments. To be primarily a Linux resource, but on occasion assist with issues in the Wintel environment. To assist the delivery of IT Services to the end client through supply of contracted services and value add. Deliver an effective and efficient customer focused service to all staff for SCC clients, meeting service level agreements and customer expectations. Main Duties of Job: Direct interaction with customers helping them identify and resolve technical issues with bespoke products Creation of process documentation. Build/Software deployment guides. Internal reproduction of the customer problem to enable the development and testing of a resolution Developing resolutions to customer's problems, working with the customers internal Desktop Integration to define a standard Workstation build Support for software and hardware fault resolution Installation, Move and Addition services in relation to IT equipment on customer sites Remote support using software support tools where available Escalation of incidents to line management where necessary Update of all Incidents and requests in the call handling system Completion of project activity as request by SCC to support SCC customers Installation of new hardware and software as requested by SCC Clients and authorised by SCC management Re-loading/configuring software applications and images Look for potential service improvements Skills, Knowledge & Experience: A minimum of 3 years' experience working in IT specifically a Linux/Unix environment Essential knowledge of Red Hat Enterprise Linux 6 and 7. Desirable knowledge of Red Hat kickstart, Solaris, bash Scripting, application installs, LDAP Ability to work independently and with little guidance A customer-orientated approach with excellent communication and organisational skills. Focused on delivering agreed objectives and results. Ability to effectively influence and negotiate with personnel at various organisational levels. Strong analytical, creative problem solving and planning skills to achieve results. Ability to prioritise, plan and meet deadlines by applying specific project management techniques. Ability to handle difficult and demanding customer environments. Ability to deal with customers and liaise with other departments in a confident but friendly manner. Ability to work un-managed towards individual and team objectives associated with the role . We offer an attractive starting salary plus other large company benefits. Interested ? Then click the response button now ! At SCC, we take the security and privacy of your data very seriously, any data we hold will be in accordance with the new Data protection legislation (GDPR) which comes into effect on 25th May 2018. If you decide to continue with your application it is important that you are aware of our Privacy Policy. Upon submitting your application, you will receive an automated email which will provide a link to our Privacy Policy, alternatively this can be found on the SCC Careers website, under Recruitment Privacy Policy. Please note that the email will require a response from you in order to allow SCC to process your data In line with the above.