Head of Collaboration Support in City of London

Charterhouse Group is a UK based, PE backed, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces.

Role overview

The role is responsible for developing and executing the strategic vision for the Charterhouse Collaboration support function, which comprises the Unified Communications and AV / Teams Meeting Room support teams. Own the revenue, profit and costs for the support unit. Drive process improvement and efficiency to ensure that the support function is delivered within budget.

Responsibilities

• Develop a high performing team with a culture of service excellence and achieve a high level of customer satisfaction
• Work with stakeholders across the business to define and develop new revenue streams to improve Collaboration unit\\\’s support profitability
• Continuously review improvement areas. Implement change accordingly with focus on improving customer experience, reducing costs, increasing revenue or improve staff morale
• Develop metrics, reports and analysis to measure the Collaboration unit\\\’s performance. Provide regular updates to executive management on progress, risks, and issues
• Embed a culture of teamwork and shared goals ensuring that the company and Collaboration unit activities are distilled into week-by-week actions and improvements that both you and your teams can drive for
• Oversee workforce planning, training, budget development, tracking, and forecasting
• Work with suppliers to ensure operational targets are met and that we have appropriate escalation routes documented. Ensure we have regular service reviews with large suppliers which cover contractual commitments and feedback on customer service
• Build supplier relationships to stay informed of market trends so your teams are aware of future developments and process changes
• Build effective relationships across the wider organisation and ensure the Collaboration support roadmap is aligned to business needs
• Responsible for business continuity and disaster recovery plans for the Collaboration unit
• Champion diversity, inclusion, and professional growth

Requirements

Required Knowledge, Skills and Experience

• Proven track record in a similar management role, with budget responsibilities
• Excellent communication and negotiation skills, with the ability to communicate on all levels
• Excellent analytical/problem solving abilities with which to drive continual and service improvement
• Professional and calm approach at all times particularly when dealing with difficult situations
• Must be commercially aware
• Ability to lead, influence and develop self and others
• Drive, self-motivation and ability to work under own initiative as well as in a team environment
• Understanding of ITIL methodology and implementations using best practise in pursuit of Customer Service Excellence
• The ability to work well under pressure in a fast-paced team environment
• Knowledge and experience working with ITSM tools such as Service Now
• ITIL Foundation certification

Benefits

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Management

Industries

• IT Services and IT Consulting