AddressDuties/Responsibilities
Job Purpose:
- Manage the Thames Water Help Desk and Engineering Scheduling Team to ensure first class delivery and support of engineering services, operations, and compliance delivery across the account.
- Follow EMCOR best practice to provide Service Support to internal customers and stakeholders, against agreed SLAs.
- Provide leadership to team members in support of BAU workloads and compliance delivery.
- Demonstrate personal commitment and accountability to ensure standards are continuously sustained and improved within the Thames Water team and where necessary with suppliers.
This is a highly collaborative role that implements and manages quality services that meet the needs of the business, including:
Service Desk
- Use the CAFM system to review and actively reduce the number of open and aged jobs, identifying and addressing any repeating patterns with the Service team in line with KPI targets.
- Ownership of the end-to-end delivery of services requested through the Thames Water Helpdesk, including, requests for information, advice, changes, access to a service, provision of end user assets, etc to agreed KPIs.
- Management of customer incidents lifecycle (logging, delegation, escalation, and resolution) to agreed reported KPIs.
- Act as the main point of service escalation, actively seeking to resolve issues within the service teams.
- Active Problem Management to identify and address repeat incident, through the assessment of Service Management tasks, data, and tools.
- Initiative-taking communication with the wider EMCORUK business and customers during incidents or changes affecting the systems or functions.
- Own and develop the CAFM System, tool set, service management processes and reporting capabilities in line with agreed KPI’s.
- Provide subject matter expertise to senior management and team members on relevant systems, industry standards and service management best practices.
- Creation of documentation, scripts, playbooks, procedures, and forms to support the operation of the department and for EMCOR UK.
Management
- Manage a broad team across the Thames Water Service Desk and Scheduling The ensuring their workloads and priorities are delivered to agreed KPI’s.
- Management of the System Administration functions for all IT systems and to comply with Sarbanes Oxley Audit Requirements.
- Manage the scheduling of Engineer resources to client SLA’s for both reactive and PPM delivery across the Thames Water portfolio.
- Resource management of the Service Desk and Scheduling team developing a cross functional culture to provide resilience and accountability to ensure minimal impact at times of holidays and sickness, absence.
- Seek to identify opportunities for the team to support wider responsibilities where appropriate.
- Scheduling of appropriate Service Desk and Scheduling team members to cover the EMCOR UK’s support requirements both in and outside of core hours (out-of-hours support / on-call).
- Proactively collaborate with Management level peers in the support of quality services and delivery of engineering reactive and PPM delivery
Governance
- Support the strategy and delivery of the Thames Water Account and services, working collaboratively with the business stakeholders both internally and client team.
- Creation of monthly performance reporting to evidence ongoing service delivery, capacity management and process improvements.
- Creation and maintenance of Service Desk and Scheduling Team workflow documentation, providing support to users on how it is used and updated routinely.
- Develop and manage business relationships within internal and external business stakeholders and third-party suppliers to best support the business and represent the company’s interests.
- Build and manage the team, ensuring successful continuous service improvement (CSI) of Service Support capabilities through prioritisation and delivery of change and operational management.
- Working collaboratively with the Thames Water managers to take advantage of new technical innovations, using them as a catalyst for driving change with key business sponsors.
- Communicating and disseminating information across the team and department, being enthusiastic about new possibilities and technologies on offer and encouraging their adoption.
- Contributing to business continuity and disaster recovery planning and actively taking part in any Thames Water Account DR exercises.
[Including other related or reasonable requests required to manage and support the role or EMCORUK business practises]
Person Specification
- Direct or indirect reports – Managing an extended capability team of Service Desk and Scheduling Operatives
- Financial responsibility – None.
- Management and administration of all supporting CAFM systems, and service monitoring tools.
- Reporting of all Service and Scheduling data related to performance KPI’s.
- Support to the management of service delivery across self-delivery and supply chain to drive their performance.
Knowledge
- An initiative-taking and “can do” approach is key to the successful outcome for the department and this role.
- Deep understanding of ITSM principles, concepts, process workflows and procedures.
- Excellent troubleshooting skills and effective verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
- Ability to communicate complex technical information to non-technical customers.
- Managerial experience in leading a team of multi-capability service desk analysts and desktop level support functions.
- Experience of creating KPI focused status reports for senior stakeholders.
- Demonstrated experience and understanding in computer hardware, operating systems functions, and components.
- Experience of implementing new initiatives or driving through process change and new ways of working.
- Ability to balance multiple priorities simultaneously with the ability to adapt to the changing needs of the business whilst meeting deadlines.
- Experience of large, complex organisations with enterprise-wide use of IT.
Qualifications/ Experience
- Experience of corporate ITSM toolsets, consoles, their supporting processes.
- ITIL Foundation accreditation
- ITIL Practitioner Capabilities V3 / Specialist V4 accreditation (Change, Incident, Request and Problem management)
- Experience leading team, group, and department meetings on service-related subjects.
- Experience of supported client systems, providing mentorship and guidance to team members.
- Working Knowledge of standard Microsoft applications.
- Experience in the management of people and delivering a cross functional service mindset.
- Experience of supplier management
- Experience of managing in a multi-site model across various service stream
- Experience of Mi reporting and development of MI system reporting to provide enhance visibility of performance.
Other Factors
- The role operates a hybrid working model, supporting the service desk, and scheduling team on site in the Thames Water Office a minimum of 3 days a week.
- The role may require occasional travel to and from EMCOR UK main offices and customer locations.
Benefits
- 25 days holidays + Bank holidays
- Overtime available
- Holiday Buy Scheme - up to 5 days
- Company Pension - Auto enrol.
- Industry leading Maternity & Paternity Policies Real Living Wage Employer
- Refer a Friend scheme
- Extensive Learning & Development opportunities - including opportunities for progression.
- Discount Shopping, Gym, Days Out
- Bike To Work Scheme
- Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
- Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
- Occupational Health - Making a positive change to Health & wellbeing at work.
- Various Rewards & Recognition Awards
- x11 RoSPA Awards for Health & Safety achievements in 2022
- Stable employer with long-term prospects on the contract
