Technical Operations Manager

1 month ago

Gillingham, United Kingdom Senseco Systems Limited Full time

This senior management role in Senseco Systems is to oversee and take ownership of customer service delivery across the business. This role includes direct management of key client accounts as well as managing all other Account Managers and the Service Sales / Estimating Team. The Technical Operations Manager will lead and manage this key team focussed on customer service delivery, contract retention and growth in new contracts wins.

Customer Service Delivery:

  • Manage and take ownership of customer service delivery across the business.
  • Directly manage key client accounts to ensure satisfaction and retention.
  • Oversee the performance of all Account Managers to ensure consistent service quality.
  • Lead the Service Sales / Estimating Team to achieve sales targets and service excellence.
  • Provide leadership, training, and development for the Account Managers and the Service Sales / Estimating Team.
  • Mentor and support less experienced team members to enhance their skills and performance.
  • Conduct regular performance reviews and set clear objectives for team members.
  • Foster a collaborative and high-performance work environment.
  • Ensure the retention of existing contracts through excellent customer service and relationship management.
  • Drive new contract sales through strategic planning and execution.
  • Monitor and report on contract performance and compliance.
  • Develop and implement service delivery strategies that align with company goals.
  • Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
  • Utilize data and feedback to make informed decisions and drive service improvements.
  • Create and host monthly Service Sales meetings to monitor incoming service enquiries.
  • Manage all estimating and Business Development Managers (BDMs) to ensure accurate pricing of maintenance and remedial works which will include producing quotes as well as managing the estimating team
  • Receive and manage new maintenance tender opportunities using the resource of the Account Managers / Tech Spec Team Leaders to survey and asset quantify and work with the estimating team to produce and deliver a tender return which is well thought through and both technically and commercial attractive.
  • Ensure margins and sales targets are achieved through effective management and strategic planning.
  • Report to the Head of Service (South).
  • Work closely with the Engineering Manager and Service Desk Manager as part of the senior management team to deliver and succeed together.
  • Be a visible senior leader within the business, supporting and guiding team members and making yourself available to support the whole team.
  • Create and manage operational meetings to review performance, client feedback, and address any issues.
  • Spend 2-3 days per week at Gillingham HQ and 2-3 days per week visiting client sites and supporting the team.

Required Qualifications and Experience:

  • Proven experience in a customer service management role, preferably within a technical or service-oriented industry.
  • Strong leadership and team management skills.
  • Demonstrated ability to manage client accounts and deliver high levels of customer service.
  • Experience in contract management and sales.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.

Desired Skills and Competencies:

  • Strategic thinking and planning abilities.
  • Ability to work under pressure and manage multiple priorities.
  • Proficiency in SimPro and Audit processes.
  • Strong analytical skills and attention to detail.
  • Commitment to continuous improvement and professional development.

Benefits:

  • Competitive salary
  • Quarterly Bonus based on profitability targets
  • Health insurance and other benefits
  • Opportunities for professional development and career advancement

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