CONVERGENCE RECRUITMENT GROUP

Responsibility

• working with the internal sales and service management teams to understand the market pressures and opportunities, helping to drive the New Business Targets set for our WAN products and services
• ensure that services handed over to technical support meet order transition gate criteria and enable service levels to be achieved and customers to be delighted
• A key technical point of contact for resolving customer technical requests, ensure the team act as ambassadors for the company
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• ensure customer updates during lifecycle of technical cases are timely, promises kept, and stakeholders informed

Requirements

• experience of achieving a high level of customer service and satisfaction through the people, process and systems you managed
• delivering services in a complex managed services IT or telcomms environment
• excellent experience of helpdesk / NOC or customer service environments, manage a technical support function delivering a demonstrable high quality of service in a busy environment
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• 5+ years proven people management experience, well versed in people management processes

Benefits

• mutual

Earnings for position manager

Responsibility

• ensuring all billing is complete in accordance with the timetable
• ensuring all purchase ledger invoices are input and approved in accordance with process and month end timetable
• financial forecasting
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• year End Audit
• responsibility for ensuring full balance sheet control account reconciliations are completed including specifically the review of them every month end to year-end standards
• full responsibility for control of overhead expenditure through application of the PO process and appropriate budgetary process and detailed review of actual vs plan analysis following up any variances
• deal directly with external auditors and be accountable for all transactional elements of the audit
• bi-weekly review of aged debtor reports with Credit Control team
• personal responsibility for Fixed Asset accounting
• all staff one to one reviews and PDP’s completed on time including monthly review of KPI’s
• all variances to budget, forecast and prior month over 5% for overheads are understood and explained in monthly reporting
• responsibility for accurate and timely recording of all LAN stock transactions
• management of the overall cash position of the group to include driving collection through effective credit control and management of supplier payments
• financial Transaction
• this to include the accurate and timely reporting of current and future short term forecast cash balances to Management with proposed remedial actions to mitigate any issues identified
• on a monthly basis, analyse and identify tasks that are adversely impacting the performance and quality standards of the team. Investigate the root-cause for improvement and report the issue , formally to the Head of Finance

Benefits

• mutual

Responsibility

• providing regular progress updates to stakeholders at different levels

Requirements

• either C# or React
• frontend web development with HTML/CSS/JavaScript
• relational databases
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• agile methodologies
• building software on cloud platforms
• continuous Integration and Continuous Delivery

Benefits

• mutual

Responsibility

• delivering outstanding customer service through proactive communication
• efficiently managing incidents, changes, and information requests in ServiceNow
• troubleshooting our LAN and WAN product and service portfolio
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• following internal processes to deliver and satisfy customer requests

Earnings for position engineer

Responsibility

• on a weekly basis review the actual ‘time-on-task’ against the skill matrix targets and identify specific tasks that require intervention to improve resource performance and action appropriately
• request items and work order tasks for request fulfilment
• absence management

Requirements

• proven experience in a complex resource management role delivered skilled or professional services
• experience of working in an IT services environment
• excellent verbal and written communication skills
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• conduct a monthly ‘People and Team Management’ review for the Engineering team and update the skills matrix, to ensure accuracy
• excellent people communication skills
• multi-tasking with logic, method and planning detail and organisation
• comfortable and calm working with lots of tasks
• comfortable and calm working with engineers
• produce the engineering capacity plan and determine the required infrastructure team headcount against the volumes of tasks and skills needed in the business today
• used to taking the initiative
• ensure that the team have the adequate skills required of them and that they have been mapped to the products and services we sell. As the products and services evolve the skill matrix must be constantly calibrated and aligned
• able to achieve results by engaging, motivating and inspiring others
• cognitive score of 250 upon completion of PI Assessment supplied by The Predictive Index
• problem solver
• 3+ years proven people management experience, well versed in people management processes
• take responsibility for forecasting skill and volume changes by working with the sales directors, analysing the sales pipeline and forecast so you can predict changes to resourcing and build that into the engineering development plan
• proactive drive and determination to make the difference
• utilise the skills matrix and refine internal process that empowers the team members to learn from people who have more senior skills and experience in the business – this is invaluable for succession, development whilst mitigating skills shortages that occur to sickness, holidays or geographic pinch-points

Benefits

• mutual