As part of the fixed line business I am responsible for managing a UK team of dedicated field and site technicians in the delivery of a Managed Service account supporting LAN/WAN infrastructure to a dedicated client base. (TCV Across both of the UK's Major Insurance Clients is £500 Million)Our main responsibilities are to maintain the LAN infrastructure, largely made up from Cisco suite of LAN products, and any residual legacy systems throughout the RSA estate.I have a dedicated UK based team that cover sites located throughout mainland UK, IOM, Channel Isles (Jersey & Guernsey), NI (Belfast) and Western Europe (Rotterdam, Hamburg, Cologne, Munich, Brussels, Milan, Madrid & Paris).

Budget, forecast and manage resource availability and utilisation levels within the team ( Including absence management, site backfill, shift rotas , holiday approval etc) to ensure that SLA’s are not negatively impacted.Management of UK field service delivery against agreed Cost Centre budgets and cost per call targets.Management of UK field service performance against set KPI’s.Management of Call Centre Operations performance against call centre budgets and cost per call targets as well as KPI's.Creation and management of all operating OLA's.Management of Technical Support Teams - Varying disciplines - Wintel / Retail Support.Management of Resource Planners, Incident Managers supporting multi million pound contracts. Resource Control management - Management of team of recruiters supporting the Call Centre and Field Operations.Pro-active management in achieving contractual service levels, monitoring and improving performance across all accounts.Liaising with Service Delivery, Customer Support Centre, Logistics and Sales understanding key customer issues and concerns which affect the field, supporting all in reverse. Accountable and responsible through Field Managers for the return of all spare parts issued to engineers for repair and recycling back into supply chain.Manage, develop and enhance operational procedures that assist in driving down the cost of operation, improve performance levels for customers and ensure consistency in operational set standards.Support the sales teams in providing timely pricing and budgets for RFP’s and other bid related documents. Manage a small team responsible for resource planning and field engineering administration support.Provide regular team communications with information flow both up and down, ensure staff understand requirements, provide any new customer information, management of process improvements and any special projects.