James Robinson Email & Phone Number

United Kingdom

Peterborough, United Kingdom

Implement, maintain and measure service delivery processes and procedures for Head Office and other locations taking Central IT Services• BAU Operations, Service Desk / Improvement, Service Catalogue, Incident / aspects of change management, Infrastructure Patching Compliance, security & ABF policy complianceProvide on-going 1st and 2nd line support of AB Mauri Head Office users and Head Office IT services.• Head Office user based support of desktop and laptop hardware… Show more Implement, maintain and measure service delivery processes and procedures for Head Office and other locations taking Central IT Services• BAU Operations, Service Desk / Improvement, Service Catalogue, Incident / aspects of change management, Infrastructure Patching Compliance, security & ABF policy complianceProvide on-going 1st and 2nd line support of AB Mauri Head Office users and Head Office IT services.• Head Office user based support of desktop and laptop hardware, associated peripherals and personalcommunications devices (Android and iPhone/iPad)• Head Office IT Applications Portfolio (SharePoint, CAS, Expensys, TM1 Cognos)Subject matter expert, driving increased adoption and utilisation across (e.g. WebEx, Skype for Business, Intercall, Modern Office, BlueJeans and other Central Applications) Show less

Peterborough, United Kingdom

Provide leadership, guidance and support to a team of service desk analysts Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all Kelway customers with the best level of customer service and support.Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.Leadership Responsibilities:Line management of a team of Service Desk… Show more Provide leadership, guidance and support to a team of service desk analysts Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all Kelway customers with the best level of customer service and support.Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.Leadership Responsibilities:Line management of a team of Service Desk Analysts, Support Specialists, Technical Engineers and Shift Leaders• Develop and coach team members to improve performance and delivery of service.• Identify and manage training and development needs in line with company procedures. • Ensure team have accurate and available information to support Kelway’s customers.• Contribute to the maintenance and quality of the Knowledge Base• Manage organisational change within team and department, including changes to procedures with regular comms in a timely mannerProcess, Procedural and Contractual Responsibilities:• Ensure process, procedural and contractual agreements are being followed correctly by the team.• Daily, Weekly, Monthly & Ad-hoc Management Reporting• Point of escalation for both internal and external customers, taking ownership through to resolution• Manage and deliver projectsCustomer Service Responsibilities:• Contribute to the timely resolution of customer complaints and escalations including providing corrective actions.• Regular Quality Assessment to ensure customer service standards and service delivery methods are understood and delivered by the team.Service Performance Responsibilities:• Through monitoring and management ensure team achieve and exceed relevant SLAs, OLAs and KPI’s• Identify and escalate any potential breach of service level or risk to Kelway , where possible mitigating breach and managing to resolution Show less

Peterborough, United Kingdom

Peterborough, United Kingdom

Peterborough, United Kingdom

Peterborough, United Kingdom