Location: Reading
Salary: £35,000-£45,000 per annum DOE
Working hours: 8am – 5pm, Monday – Friday
Benefits: 25 Days Holiday + BH, Company Pension, Private Healthcare, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme)
About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.
Role overview:
- Manage the Thames Water Help Desk and Engineering Scheduling Team to ensure first class delivery and support of engineering services, operations, and compliance delivery across the account.
- Follow EMCOR best practice to provide service support to internal customers and stakeholders, against agreed SLAs.
- Provide leadership to team members in support of BAU workloads and compliance delivery.
- Demonstrate personal commitment and accountability to ensure standards are continuously sustained and improved within the Thames Water team and where necessary with suppliers.
What you'll do:
This is a highly collaborative role that implements and manages quality services that meet the needs of the business, including:
Service Desk
- Use the CAFM system to review and actively reduce the number of open and aged jobs, identifying and addressing any repeating patterns with the Service team in line with KPI targets.
- Ownership of the end-to-end delivery of services requested through the Thames Water Helpdesk, including, requests for information, advice, changes, access to a service, provision of end user assets, etc to agreed KPIs.
- Management of customer incidents lifecycle (logging, delegation, escalation, and resolution) to agreed reported KPIs.
- Act as the main point of service escalation, actively seeking to resolve issues within the service teams.
- Active Problem Management to identify and address repeat incident, through the assessment of Service Management tasks, data, and tools.
- Initiative-taking communication with the wider EMCORUK business and customers during incidents or changes affecting the systems or functions.
- Own and develop the CAFM System, tool set, service management processes and reporting capabilities in line with agreed KPI’s.
- Provide subject matter expertise to senior management and team members on relevant systems, industry standards and service management best practices.
- Creation of documentation, scripts, playbooks, procedures, and forms to support the operation of the department and for EMCOR UK.
- Manage a broad team across the Thames Water Service Desk and Scheduling The ensuring their workloads and priorities are delivered to agreed KPI’s.
- Management of the System Administration functions for all IT systems and to comply with Sarbanes Oxley Audit Requirements.
- Manage the scheduling of Engineer resources to client SLA’s for both reactive and PPM delivery across the Thames Water portfolio.
- Resource management of the Service Desk and Scheduling team developing a cross functional culture to provide resilience and accountability to ensure minimal impact at times of holidays and sickness, absence.
- Seek to identify opportunities for the team to support wider responsibilities where appropriate.
- Scheduling of appropriate Service Desk and Scheduling team members to cover the EMCOR UK’s support requirements both in and outside of core hours (out-of-hours support / on-call).
- Proactively collaborate with Management level peers in the support of quality services and delivery of engineering reactive and PPM delivery
Governance
- Support the strategy and delivery of the Thames Water Account and services, working collaboratively with the business stakeholders both internally and client team.
- Creation of monthly performance reporting to evidence ongoing service delivery, capacity management and process improvements.
- Creation and maintenance of Service Desk and Scheduling Team workflow documentation, providing support to users on how it is used and updated routinely.
- Develop and manage business relationships within internal and external business stakeholders and third-party suppliers to best support the business and represent the company’s interests.
- Build and manage the team, ensuring successful continuous service improvement (CSI) of service support capabilities through prioritisation and delivery of change and operational management.
- Working collaboratively with the Thames Water managers to take advantage of new technical innovations, using them as a catalyst for driving change with key business sponsors.
- Communicating and disseminating information across the team and department, being enthusiastic about new possibilities and technologies on offer and encouraging their adoption.
- Contributing to business continuity and disaster recovery planning and actively taking part in any Thames Water Account DR exercises.
[Including other related or reasonable requests required to manage and support the role or EMCORUK business practises]