Robert Stead Email & Phone Number

London

• Regional Service Manager Responsible for ensuring the service delivery team works at maximum efficiency whilst exceeding goals. Managing a team of technical engineers and specialists. Providing support to both the team.
• Monitor team KPI performance and review development opportunities regularly to ensure performance targets and client SLA are adhered to and conduct quarterly employee performance reviews.
• Managing customer escalations, coordinating level 2 resource to resolve issues and incidents, and providing regular feedback to the Customer Service Helpdesk.
• Facilitating regular management meetings to review performance results, plan future predicted trends to share improvement ideas.
• Ensuring successful collaboration within the team and within the wider project.
• Responsible for monitoring spend, reporting progress and tracking team velocity.

• On-Site Engineer
• On-site account management
• Engineer training and quality assessments
• Completing network print / scanning installs
• Attending escalation calls and carrying out machine set up and maintenance

London, England, United Kingdom

• Service Delivery Manager.
• Responsible for account management performance and KPI reporting
• Conducting monthly performance review meetings with both client and teams
• Service and maintenance support for Ricoh/Sharp MFD devices and full range of HP printers, ensuring strict SLA agreements were met
• Managing a team of 7 engineers, monitoring team performance, and conducting regular reviews
• Ensure all technicians adhere to client, departmental and company policies