Job Description
HOW YOU HELP DRIVE OUR STRATEGY
At convergence our success over the last 20 years, comes from solid foundations which have been built and maintained by a resilient work ethic and drive for continuous improvement.
We are who we are because of our people, and we are only as good as the people we employ, we all contribute to the execution of our strategy by:
- Being customer focused putting the customer first and at the centre of what everything we do. This includes internal and external customers and stakeholders
- Being a product led business – continuously improving our core product range to achieve our strategic aim of proving our customers with industry leading ‘Connectivity as a service” (CaaS) underpinned by exceptional customer service.
WHAT'S IN IT FOR YOU
Because we are defined by our people, this means we’re focused on your growth and development. Your job, tasks, activities, KPI’s and development will be mapped to our skills matrices to ensure you’re being supported and given the tools and systems to do the job that you joined us for.
Induction and training will be provided and the more value you add, the more you will be developed and financially renumerated. Career progression and increased opportunity is a mutual undertaking by employee and employer, and we encourage it and good performance.
Our commitment to you includes:
- 25 days holiday + bank holidays, increasing with length of service (option to buy/sell)
- Enhanced family friendly leave and pay
- Pension scheme
- Private medical (includes medical, mental health, optical & dental)
- Income Protection
- Life Assurance
WHERE YOU'LL HAVE AN IMPACT
You’ll manage the focus and priorities of our Engineering team ensuring that they have relevant processes, systems and tools to provide excellent engineering skills and support. You and your team will provide support of critical infrastructure across healthcare, “blue light”, and other public services, as well as household brands like Spire Healthcare, Triumph Motorcycles and Hotel Chocolate. You’ll ensure we have the right people and skills assigned to the right tasks and always available for our LAN, WAN and Wireless-LAN products that use technology from as Cisco, Extreme and Fortinet.
A DAY IN THE LIFE OF:
People Management:
- You will manage a Scheduling Coordinator, helping them to achieve their individual KPI’s through daily contact and engagement and clear communication, regularly setting expectations aligned to the job description.
- On a weekly basis review the actual ‘time-on-task’ against the skill matrix targets and identify specific tasks that require intervention to improve resource performance and action appropriately.
- On a monthly basis, analyse and identify tasks that are adversely impacting the performance and quality standards of the team. Investigate the root-cause for improvement and report the issue(s), formally to the Operations Director.
Engineering Team Capacity Management and Skills Development:
- Produce the engineering capacity plan and determine the required infrastructure team headcount against the volumes of tasks and skills needed in the business today.
- Ensure that the team have the adequate skills required of them and that they have been mapped to the products and services we sell. As the products and services evolve the skill matrix must be constantly calibrated and aligned.
- Conduct a monthly ‘People and Team Management’ review for the Engineering team and update the skills matrix, to ensure accuracy.
- Take responsibility for forecasting skill and volume changes by working with the sales directors, analysing the sales pipeline and forecast so you can predict changes to resourcing and build that into the engineering development plan..
- Utilise the skills matrix and refine internal process that empowers the team members to learn from people who have more senior skills and experience in the business – this is invaluable for succession, development whilst mitigating skills shortages that occur to sickness, holidays or geographic pinch-points.
The tools you will use for your job and that you will need to be proficient in are:
Servicenow – Resource Management
- Request items and work order tasks for request fulfilment
- Central dispatch for effective resource scheduling
Hi-Bob – People Management**
- Individual employment lifecycle information and records
- Absence management (holidays, sickness, parental leave etc…)
- Individual development (job description, 9box reviews, personal development plans)
Your KPI’s - be good at what you do and know that you’re doing a good job**
- Productivity Ensuring that the team are effectively utilised, achieving at least 80% productivity.
- Availability Ensuring that team are trained to skill level 2+ in the skills matrix tasks and meets volumes as defined by the engineering capacity plan.
Skills, knowledge and experience required for this role:
- Proven experience in a complex resource management role delivered skilled or professional services.
- 3+ years proven people management experience, well versed in people management processes
- Experience of working in an IT services environment.
- Excellent verbal and written communication skills.
- Excellent people communication skills.
- Multi-tasking with logic, method and planning detail and organisation.
- Comfortable and calm working with lots of tasks.
- Comfortable and calm working with engineers.
- Cognitive score of 250 upon completion of PI Assessment supplied by The Predictive Index.
- Used to taking the initiative.
- Able to achieve results by engaging, motivating and inspiring others.
- Problem solver.
- Proactive drive and determination to make the difference.
- Ability to work at pace and results focused.
T&C's:
- 37.5 hours per week
- Permanent, Full-time
- Flexible core hours
- Hybrid working (3 days in office & 2 days working from home after induction & training period)
Job Type: Full-time
Salary: £55,000.00-£70,000.00 per year