Resolution Manager

Key Accountabilities:

EU Focus Area Responsibilities:

·       Providing technical expertise in all areas of service delivery to ensure the command centre operations are executed smoothly.
·       Contact point for the local country teams to escalate any out of line service delivery situations relating to the execution of service.
·       Develop corrective actions for implementation at EU or local level for improving TTR which will involve service desk, Dispatch, or field delivery and collaboration with the spare parts operational team.
·       Undertake reviews with the Implementation manager to ensure key service metrics are within scope with the defined targets and implement corrective actions to drive improvements across EU delivery.    
·       Utilise analytical skills to assess and report product performance in the field.
·       Support the European management teams in managing the performance of our Command Centre service delivery structure to our customers by conducting data analysis from diagnostic and data analytics gathering to identify trends to technically pursue new service flows.
·       Undertake technical evaluations including integration and management of Remote monitoring tools to ensure the technical viability of improvement project-based opportunities. Produce appropriate documentation to ensure smooth, cost controlled implementation.   

EU Focus Area Responsibilities with local ownership:

·       Provide support to resolve and develop dashboards for customer/command centre consumption. 
·       Undertake any other task as reasonably requested
·       Support the bid process by providing technical expertise on product serviceability
·       Governance over the Dispatch and field delivery operations to help resolve issues and diagnose issues raised from the local delivery teams

PERSON SPECIFICATION

Strong knowledge of the service delivery principles.
Excellent analytical skills.
Previous experience working in a similar role with cross-functional in complex and fast-moving environment.
Experience/proficiency with Oracle, Service Now & other remote monitoring platforms.
Confident communicator with strong relationship and stakeholder management experience and a natural ability to inspire and influence others
Being target driven
Proven experience and understanding of customer needs and meeting expectations
Excellent organisation and communication skills with experience of dealing within a fast-moving environment.
Excellent planning and organisational skills – able to prioritise workload
Enthusiastic and flexible approach  
Team player – to be able to work collaboratively and use own initiative
Excellent planning, time management and organisational skills – able to prioritise workload and work effectively under pressure