Gondola Pro – Full Time

July 2021

Home/Office Based – flexible working with minimum office attendance of 2 days per week.

Role Summary
Reports to: Head of Operations, Gondola Pro
Line Management Responsibility: Gondola Pro EMB and helpdesk team
The Service Manager is responsible for delivery and performance of EMB customer services contracts.

Primary areas of responsibility include:

• EMB Services delivery: Overseeing the delivery of all contracted Remote Service lines including management of the Gondola Pro EMB Helpdesk team.
• Client management: Client engagement and management in delivery of all services and products to improve customer expectation and performance of contracts. Ensuring service renewals are delivered and secured.
• Service development: Development of EMB products and services in response to client requirements, market developments and Gondola Pro service delivery.
• Subcontractor management: Managing and coordinating all supplier and third-party activities affecting EMB deliverables, including licensing, networks and hosting.
• Gondola Pro Management Support: Continual reporting and communications to Gondola Management Team. Close working relation with wider Gondola Pro project teams.

Required Experience & Qualifications:

• Experience in management of a team of direct reports and their roles and responsibilities.
• Experience of managing customer satisfaction
• Experience in maintaining and improving Customer partnership approach.
• Experience working on customer facing services and products.
• Experience of delivering services on agreed KPI and SLA’s
• Awareness of Commercial and financial management.
• Experience in remote communications – typically IP structure and 4G communications. 
• Experience of working to company H&S and staff management policies and procedures.  
• Essential: Holder of current CSCS and DBS accreditations. Preferable: holder of a current Asbestos awareness and First aid training certificates.

Beneficial Experience, Qualifications & Training:

• General Project Management and Support/delivery Services
• Customer satisfaction and Best Practices
• HR processes
  Staff development and training plans
• Building Controls and BMS Systems

Key Responsibilities: General

• Reporting directly into Gondola Pro Management Team.
• Managing (or co-ordination of) the EMB Helpdesk team – both in office and remotely
• Liaising with the client and attending site/client meetings.
• Liaising with operational teams on operational aspects and delivery.
• Liaising with Gondola Pro Admin teams.
• Ensuring that projects are successfully and compliantly handed over to EMB for commencement of services.
• Assistance with bids and work winning activities.
• Delivery of all allocated EMB services.
• Leading on day-to-day management of the EMB Helpdesk team including resource scheduling.
• Identify and manage training and development of the EMB Helpdesk team.
• Management and ownership of the EMB Services renewals.
• Own the timely reporting of all RMS KPI and SLA’s.
• Ownership and management of safe working conditions within the EMB Helpdesk office

Key Responsibilities: Operational
Pre-EMB Services Stage

Assist in the smooth and compliant handover from completion of Project delivery to mobilisation of EMB Services:

• Ensure all project documentation and reports are handed over and filed correctly.
• Ensure all documents are completed and approved for EMB handover from Projects.
• Ensure all Helpdesk staff are fully aware and briefed of new services/contracts being added to the helpdesk services.
• Ensure any new services being mobilised has fully compliant licencing and hosting set up on handover from Projects
• Ensure any projects handed over to EMB are fully completed and signed off. Any snags and defects to be fully listed.

EMB Mobilisation Stage

Ensure hand over from projects has sign off and documentation to cover below

• Project completion signed off by customer
• Remote communications are tested and proven – list of all comms IP network details and SIMs where needed.
• Site graphics and web views are available
• List of critical alarms detailed
• Customer details and contact numbers
  EMB project files are set up.
• CRM system set up and operational (where required)
• Customer dashboards set up (where required)
• Monthly reporting scheduled
• Customer meetings scheduled for the Year

EMB Delivery stage

Ensure all KPI and SLAs are being covered on a regular basis to cover below.

• Monthly reporting
• Customer meetings tracked and filed
• CRM kept up to date and reporting on closed/open tasks (where applicable)
• Benefits summary continually updated for clients.
• Answering of phones and activities to alarms and alerts
• Contract and Service Renewals provided to customer 2 months prior to current contract cessation.
• Ensure staff rotation on all contracts in place to ensure future resilience.
• Ensure labour allocations are maintaining agreed levels of profitability
• Gondola Pro Management updated with performance reports.

Business Support

Provide support to wider business on:

• Business Development and work winning
• Innovation with improvements of products and Services