Mark Ackerley Email & Phone Number

North-West And North Wales

Manchester, England, United Kingdom

North West

Accountability for civils delivery for business customers, contract partner management, responsibility for ensuring contract partners adhere to HAUC specifications and statutory and streetworks regulations.

South Manchester, Warrington And Liverpool

A well rounded Operations Manager leading a team of highly skilled Business and WIFI Engineers, in line with fault fix in SLA commitments and the timely delivery process for installs into medium and large enterprise. Effective management and utilisation of resource across a large area, liaising with despatch functions, Order Owners and Project Managers to ensure that month on month revenue targets and customer deadlines are achieved.Minimizing OPEX and CAPEX spend through the effective management of excess stock, analysing material spend, cost per install and implementing the company equipment returns policy.Leading the incident management for out of hours major service outages, providing regular SANE updates to high profile customers and overseeing the Business Field Engineers/Contract Partners until the incident is investigated and a resolution is identified.Holding regular TURF meetings with stake holders to promote collaboration, ensure that best practice is shared, driving consistency and performance across the business. Providing ongoing training opportunities to the Field teams, ensuring that compliance measures are met whilst identifying gaps in skill set and offering support for personal development and growth.Lead role for performance analysis and Business Growth, analysing data and providing regular business updates to the wider management community and field teams.

Manchester, United Kingdom

A well presented Operations Manager with experience in dealing with multi-disciplined, service and installation teams, ensuring that a positive customer experience is maintained, as well as the timely installation and fault repair, for consumer services and small businesses. Leading a team and driving high performance and engagement, using a combination of coach and performance management frameworks. Working in a customer centric, fast paced environment, leading a remotely dispersed workforce across a large geographical area.Responsible for day to day operational outputs in respect of the agreed volume quality of work and the achievement of KPIs including Net promoter score, completion rates, productivity targets and new business generation.Confidence in dealing with all aspects of management tasks, P&L ownership and accountability, and the ability to meet the ever changing needs of the customer.My key areas of specialism include:>Management of a quality installation and fault repair service across the designated area, ensuring that the in-house team and external contract partners are delivering an excellent customer experience within agreed SLAs and performance standards.>Management of the relationship with the local contract partner - ensuring the accurate accounting of work completed, quality of work completed and standard of training for partner technicians.>To act as a technical process expert, advising and coaching Technicians in the field, ensuring all activities are completed to our NFSG specification and that the integrity of our network is maintained.>Lead role for process improvement, working closely with the wider business and reviewing SOPs, building and maintaining close working relationships to manage customer affecting issues to resolution.>Liaising with resource planning to agree supply and demand forecasts to meet SLAs, including that all work is covered each day and jeopardy management is supported when required.

Manchester, United Kingdom