Job Reference: /AP/27-08/1273/17
Job Title: Helpdesk Performance Manager
Location: Glasgow
Salary: Competitive
Hours per week: Monday to Friday - 08:00 - 16:30 - 37.5 hours per week
Business Overview
Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.
Job Overview
We are currently recruiting for Helpdesk Performance Manager to join our passionate and driven team based at our client's site in Glasgow
The Helpdesk Performance Manager will play a lead role in all Helpdesk mobilisation, integration, and acquisition activity.
The role will provide acting support to the Head of Helpdesk
Key Responsibilities:
- Helpdesk lead for bids, headcount and contract review.
- Involved in implementation, management & ongoing support for new processes as well as standardization across new and existing helpdesks
- Communicate effectively with the operations and client teams.
- Work closely with all Helpdesk Operations Managers to ensure standard ways of working and shared knowledge/strategy.
- Work with the Helpdesk Managers to streamline processes and procedures and provide regular contract/helpdesk performance packs.
- Take health and safety into consideration during all works with support from management.
- Work with the Helpdesk Training team to develop a Leadership induction and contract specific training packs.
- Strategic and innovative thinking/planning to keep the Helpdesk in line with market/customer expectations.
- Keep Head of Helpdesk updated with all bids and mobilisations.
- Transition new contracts and handover to relevant department when ready.
- Vetting ownership and coordination from mobilisation to transition and handover.
- Training for new contracts.
- Process mapping for new and existing contracts in line with business processes
- Continuous improvement across all Helpdesk Teams
About You:
- Applicants must have the right to work in the UK
- Experience of leading business mobilisation and transformation activity that balances exceptional delivery for users, with the needs of operations and the business.
- A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
- Excellent knowledge of FM processes and CAFM systems including reporting requirements.
- Excellent PC skills, including advanced Excel, MS Teams, SharePoint and Data Analytics such as Power BI.
- Meticulous eye for detail
- Experience in leading change and driving change awareness within a complex and geographically dispersed organisation.
- Calm and methodical approach.
- Capable of operating in a pressurized fast-paced environment
- Excellent communication skills including presentation and written report writing.
- A self-motivated person who is target driven and possesses the ability to work on their own initiative.
- Willing to travel throughout UK
- Solid experience of the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
- Previous management experience within the Facilities Management arena. Management experience can be operational, business / administrative or customer service oriented.
- A self-motivated person, infectious and articulate communicator who is target driven and possesses the ability to work on their own initiative
Benefits
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to "CHROMA", our internal colleague-led diversity and inclusion community – join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to "Opportunity" our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Superstar Awards
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)
https://b/form/f3343c912a8643b69cfdc89dc2bbba8f