Rebecca Roberts Email & Phone Number

Nottingham, United Kingdom

Nottingham Area, United Kingdom

Supporting Project Managers, Programme Managers and Senior Managers to improve Project and Service delivery across the company. To maintain an accurate Resource Pool for use on Project bookings. To facilitate accurate and timely Management Information. Management of Project Coordinators and Admin teams responsible for processing circa £10m project revenues.Key Duties:• Maintaining the Capacity Plan to ensure efficient resource management.• Reviewing and advising on resource shortfall and skills gaps.• Creation and maintenance of partner framework for resource agencies.• Managing contract resource on-boarding, performance and exit.• Providing accurate and timely Management Information and Reports as required. Including financial and resource reporting to Director Level.• Maintaining the Training & accreditation Plan to ensure qualified personnel are available within the Resource Pool.• Ensuring training & accreditation plan is aligned with business partner status requirements (HP, Citrix, Apple, Microsoft and VMware).• Recruitment assistance for Project Managers and Engineering teams.• Maintain a High level programme of work for Senior Management visibility.• Facilitating timely and accurate Invoicing.• Dealing effectively with customer complaints.• Payroll, overtime and expenses for services staff.• Third party invoicing, such as, agency invoices.• Team management, escalation, performance objectives

Nottingham, United Kingdom

Ensuring key service contracts are maintained and developed across Education, Central Government and Corporate markets. Contract revenues totalling circa £1m.Key Duties:• Developing and maintaining customer relationships visiting customer sites to ensure high quality standards of professionalism are met. • Assist the Service Delivery Director with annual budgets and forecasting to ensure the service area is profitable and well resources.• Promoting service contracts by assisting in Pre Sales teams• Ensuring contracts are renewed in a timely manner by providing support to the account Managers • Responsible for the management of all reporting to support key initiatives and to monitor compliance to agreed KPI’s and SLA’s.• Responsible for alerting non-compliance issues, penalty invocations.• Supervising and overseeing the incident management and service request processes and ensuring that all service desk staff understand these processes• Highlight incidents which require escalation in a timely manner to the Service Delivery Director.• To provide support and guidance to the service engineers with any technical issues they may have. • Monitoring and reviewing Service levels and compliance with SLA’s• Liaising with other Service Managers to run an effective ‘managed Service’ resource pool.• Ensuring high levels of customer service and satisfaction are being provided by service desk analysts; ensuring processes are regularly reviewed for continuous improvements.• Assist in the recruitment, appraisal and discipline of all service staff• Monitoring team’s performance against budgets and agreed KPI’s.

Nottingham, United Kingdom

Managing a fast paced Service Desk and Infrastructure team whose offerings include:• User and system administration services • Escalated Support • Pro-active monitoring • Remote Management of infrastructure and services • Release, patch and asset management • Hardware Maintenance requests • Third party management • Full Managed Service • White label support service to device vendorsKey Duties:• Working as part of the Service Delivery team implementing and delivering ITIL aligned functions• Working with customers defining toolset requirements • Generating both scheduled and ad-hoc MI Data • Team management including the setting of objectives, performance and absence management • Delivering service to defined KPI’s in line with both customer SLA and internal OLAs • Team capacity planning • Multiskilling of Service Desk resource to meet business requirements