•Direct line management for the team of operations professionals and overall responsibility (Staff Management, Schedules, HR and Recruitment)•Provide leadership which utilizes the full potential of the team•Ensure compliance with health & safety, sustainability, quality and other statutory requirements•Oversee the organisations operations and manage the business aspects of the company•Responsible for maintaining accurate planning production for the business, and developing the resource plan with a view to helping the business develop and deliver results•Work closely with Directors to ensure that projects are cast properly, reflecting both the skills of the individual and the needs of the project•Anticipate potential problems and business opportunities within the planning process•Ensuring that systems, procedures, and methodologies are in place to support outstanding service

• Single point of contact for all international customers.• Prepare all documents for all global processes and policies. Making continuous recommendations to improve processes.• Manages service risks, contractual exposure, and critical escalations.• Coordinate large global bids and monitor all KPI's and SLA's.• Generate and communicate business reports and forecasts.• Establish and maintain vendor relationships.• Support all international shipping enquiries and resolve any challenges should they arise.• Driving service improvement both reactively and proactively.• Working with key customers to ensure a continued successful relationship.

• Overseeing a team of 15 technical engineers in an agile working environment. • Identifying and fulfilling training gaps.• Authorizing annual leave, expenses, sickness and any other leave.• Assisting with recruitment and the interview/onboarding process.• Third party management (contractors and other external resources). • All of the below tasks in my Resource Manager role.

• Solely manage the capabilities of the professional services team members. Ensuring engineers are scheduled optimally to maximize value and meet project needs.• Use Agile methodology to incrementally complete tasks and projects.• Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle.• Responsible for utilisation and productivity targets as well as taking into account resource welfare, relevant local legislation, expense costs and travel requirements.• Work with the Services Management Teams and Senior Teams across EMEA to identify and allocate resources to fulfill training, projects and customer support. • Work with senior management to help maintain key certifications and accreditations in line with core vendor requirements and ensure that staff maintain technical/professional certifications.• First point of contact for worldwide resource services requests (internal, partners, third party companies and new contacts).• Work closely with EMEA to ensure procedures and resource processes are followed across the board.• Proactively identify and resolve resource issues in ongoing projects using agile methodology.• Responsible for set up and maintenance of resourcing tools to ensure forecast data is accurate and reflective.

• Manage twelve engineers and all of their daily tasks.• Schedule all preventive maintenance and contracted maintenance. • Offer technical advice to complex situations or seek answers internally.• Produce stats when needed. • Making sure processes are implemented. • Monitor workload/resource and help to reach company SLA’s.• Report back to senior managers.• Deal with all admin and keep customers up to date (emails, invoices, updates ect)• Develop and maintain good relationships with dealers and all third parties. • Close all completed jobs and send written confirmations to the actions taken. • Outsource tasks to third parties when internal resources are low and raise purchase orders.• Liaising with internal and external stakeholders.

• Rotational shift pattern which involves working nights and mornings. • Continuous learning of NRSWA.• Regularly involved in managing and quality monitoring the call centre.• Scheduling emergency calls and insisting engineers with anything they need (equipment/back up).• Carrying out risk assessments and communicating the findings. • Answer all emergency calls/emails and action them as necessary (Calls vary from scheduling jobs, pollutions, technical assistance to distressed customers).• Training colleagues and call centre agents.• Managing high level complaints.• Actively involved in managing events and monitoring where incidents are taking place. I contributed a lot to the technical side in ongoing issues due to my knowledge of the business. • Daily interaction with the councils and environmental agencies to keep events in order and maintain good working relationships.

• Manager level. • Monitoring the engineer’s jobs and keeping track of SLA’s. • Overlooking and assisting a team of eight schedulers and their assigned engineers (around 20 in total).• Providing technical advice, guidance and information to both schedulers and engineers. • Dealing with ongoing project work and emergency reactive situations all the way through to resolution. • High level complaints and providing excellent customer service at all times.• Escalating situations to the highest level where I saw fit. • Training my team to a high standard so they can deal with complex situations.