This position is no longer open for applications

Head of Technical Operations
Washington near Pulborough - due to location you will need to be able to drive
£45,000 - £50,000

We have an exciting opportunity to join a thriving technology business. the purpose of the role will be to develop, lead and motivate a team responsible for the delivery of technical support, training and value added services.
You will be ensuring appropriate systems, processes and working practices are in place to deliver best on class support across our portfolio of on-premise and cloud based telephony products and applications, within agreed budget and headcount constraints.

Main areas of responsibility
Technical Support - ensure all technical support requests are logged, tracked and resolved quickly and professionally, within agreed SLA?s
Cloud Platform - management and maintenance of our all iPECS Cloud platforms and associated technologies to maximise uptime and minimise any disruption to service
Training - develop, maintain and run an effective training programme that meets the needs of the reseller channel, to ensure all reseller engineers are fully equipped to install and maintain the iPECS portfolio
Services - develop and deliver a range of value added services to address identified needs within the reseller channel, and achieve agreed service revenue targets
New Product Introduction - manage the technical element of all NPI, ensuring new products are fully tested, field trialled and that all documentation and training materials cover the new products prior to launch
Implement and maintain suitable systems and processes to ensure full visibly and reporting across the technical operation, as well as ensuring a consistent experience across all teams and functions
Manage all customer issues and escalations quickly and professionally, liaise closely with suppliers where appropriate to achieve rapid resolution
Promote a strong customer centric culture within the technical team, and that all team members make a strong contribution, feel valued and motivated

The ideal candidate will have the following skills or experience:

Experience managing technical teams within a telecommunications organisation

• Ability to develop and implement quality process that ensure high quality service and support is delivered to the end customer
• Design, deploy and develop systems to manage and report on all aspects of a service delivery team
• Excellent knowledge of voice, network, associated application and cloud service technologies

If this Head of Technical Operations role is for you then please call Ellie on 01273 874154 or apply today.