Rugby, Warwickshire, West Midlands, United Kingdom
Culina Group
and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met. Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions. Incident Management Lead the investigation and resolution of product-related incidents … minimize downtime and restore services quickly. Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence. Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels. Team Management Lead and manage a team of product support … specialists, providing coaching, mentoring and performance management. Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery. Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members. Communication and Coordination Serve as a liaison between business users more »
uptime and customer satisfaction. Key Responsibilities: Lead and manage the service department, including field service engineers, workshop engineers, and support staff, to ensure optimal performance and productivity. Develop and implement service strategies, policies, and procedures to meet customer needs and business objectives. Establish service standards and performance metrics … and monitor team performance against targets, taking corrective action as necessary. Collaborate with sales and marketing teams to promote service offerings, identify new business opportunities, and achieve revenue targets. Manage service contracts and agreements with customers, ensuring compliance with terms and conditions and delivering exceptional customer service. Handle customer … and maintain relationships with key customers, stakeholders, and suppliers, fostering long-term partnerships and driving customer loyalty. Oversee service scheduling, resource allocation, and inventory management, optimizing efficiency and cost-effectiveness. Provide technical expertise and guidance to service teams, offering support with complex technical issues and ensuring adherence to quality more »
Rugby, Warwickshire, West Midlands, United Kingdom
Culina Group
and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met. Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions. Incident Management Lead the investigation and resolution of product-related incidents … minimize downtime and restore services quickly. Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence. Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels. Team Management Lead and manage a team of product support … specialists, providing coaching, mentoring and performance management. Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery. Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members. Communication and Coordination Serve as a liaison between business users more »
