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Regional Technology Engineering Manager

Location: 

GB Corby, ENG, GB, NN17 9FH London, ENG, GB, N1C 4AG

Brand:  RS
Function:  Digital & Technology
Work Location:  Working from home

Regional Technology Engineering Manager 

 

Location: Remote

The Regional Technology Engineering Manager will be responsible for the delivery of local IT services to the RS Group within the designated geography. Line management responsibility for the Infrastructure engineers, daily to day management of 3rd parties delivering EUC services, for all local Warehouse systems and support contracts not covered by a 3rd party support model within this Geography

 

Key Accountabilities

This role is focussed on supporting and delivery of technology services to the RS Group business functions.

  • Manage Support for all regional / local IT systems within the region (e.g., local warehouse and other business systems, network, telephony etc.) either delivered internally or via a 3rd party
  • Accountable for ensuring the business users are supported in terms of escalations and urgent incidents/request relating to EUC, Infrastructure and deskside engineering.
  • Manage customer expectations regarding delivery of fixes and completion of requests.
  • Strong focus on customer service
  • Handle diverse range of tasks and priorities within a complex service delivery environment
  • Ability to work with business partners and 3rd party partners to resolve issues and turn challenges into opportunities.
  • Ability to identify issues impacting service delivery process and define and implement effective solutions that are cost effective and support our business model and strategy
  • Responsibility for and drive the continuous service improvement process for our business
  • Effectively react to short term issues to protect service quality and take ownership for decisions
  • Support the maintenance activities and rollout of new services to business partners by 3rd party partners, communicating changes impacting the organisation internally and externally
  • Service Level Management – Review, monitor and report agreed Service Level Agreements
  • Raising requisitions/orders and assisting with the definition and setup of local support or equipment supply agreements
  • Payment reconciliation and validation of invoices for local supply and services
  • Communicate complex issues in language applicable to the audience
  • Identify local issues and effectively manage the implications of new or changing requirements, commenting, recommending, agreeing effective way forward and support implementation
  • Develop and contribute ideas and best practice solutions to the IT Operations Management team.

 

Scope of the Role

The activities below will be key to this role.

  • You will be the named point of Regional contact for technical enquiries and escalations related to local infrastructure and EUC services
  • You will pro-actively improve the quality and effectiveness of support for the site maintaining high availability
  • Following ITIL guidelines, resolving complex technical issues.
  • Administration and troubleshooting of service issues with RS Service Managers and 3rd Parties
  • Act as a role model and mentor for fellow team members and other lines of support.
  • Act as Regional contact and in the event of a major incident, organise relevant resources to ensure resolution.
  • Provide operational knowledge of local solutions to support other departments  
  • Operate with minimal supervision in a complex environment; may lead technical activities involving internal staff and 3rd parties.
  • Resolving complex technical incidents/problems escalated by other internal departments within the call management system
  • Implement operational procedures, tools and best practice.
  • Aid in capacity management/reporting.
  • Participate in the execution of Disaster Recovery exercises and own specific server tasks  
  • Supporting project deployment and project transition support
  • Execute change management tasks in line with defined processes
  • Out of hours working and travel (both international and domestic) will be required from time to time.
  • Attending Change Advisory Board (CAB) meetings as required and assessing requests for change for their impact on availability.
  • Ensuring that all Warehouse and End User Computing Infrastructure support teams adhere to the Availability and Configuration management process.

 

Person Specification

Essential:

  • Good verbal and written English language skills
  • Strong Experience in Technical Major Incident and Problem Management
  • Experience in Technical application of ITIL Service Management Disciplines
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including out of hours working
  • A passion for Service Improvement
  • Solid understanding of Incident, Problem, Change, configuration, and Request Management processes and how they drive business processes.
  • Ability to maintain clear and focused thinking under stressful/high pressure situations.
  • Ability to translate technical information into business/layperson language.
  • Ability to grasp and assess business impact by clear and thorough probing of stakeholders.
  • Ability to derive streams and actions based on the inputs provided by the support teams.
  • Strong verbal, written communication skills.
  • Good at formulating clear communications and keeping Stakeholders. Ability to drive managed third parties towards service restoration.
  • Ability to make decisions based on business needs and explain the reasoning/judgement behind the decisions.
  • Ability to instil confidence that the situation is being managed and will be resolved. Sound knowledge of current and emerging technologies with extensive experience of maximizing processes and deploying best practice
  • People management and leadership skills
  • Understands local working practices, legal and safety regulations and has the ability to operate successfully in a multi- cultural environment
  • Must be fluent in one of the major local languages
  • Ensure that any input required in the design and development of local initiatives is promoted throughout the Global IT solution delivery process and solutions are fit for purpose
  • Works closely with the local business teams to communicate Global IT processes, policy and strategy and achieve local buy in
  • Experience in the negotiation and management of local contracts
  • Has a sound technical awareness of the working environment.
  • Commercially aware with strong customer focus and a good understanding of the Electrocomponents strategy and business environments

 

Desirable:

  • ITIL Foundation
  • Prince Foundation or equivalent project qualification

 

About RS Group:

RS Group is a global omni-channel solutions partner for industrial customers and suppliers. Our business has operations in three geographical regions – the Americas, EMEA and APAC, supported by global organisations for supply chain, corporate functions, marketing, and product & supplier management. Our market today is large, fragmented, local in nature and digitally immature. Only a few international distributors serve it, with many regional and local providers, who largely trade offline. Currently we estimate the global market value to be c.£400bn, with our global market share <1%. We stock over 2500 supplier brands, 500K products and 63% of our sales are digital.

 

What we can offer you:

  • Remote, or to work in our offices (London or Corby) or a mix of both.
  • Flexible working hours during the day, we will work around whatever personal situation you have (dropping kids off/picking them up from school, doctor appointments, etc)
  • Regular time to learn during office hours with learning platform access and AWS and job relevant certification costs covered by company
  • 10% annual bonus
  • Up to 25 days holiday (with the option to purchase a further week)
  • Daily access to a GP (for you and your immediate family)

 

Footnote:

RS Group Brands:  RS, Allied Electronics & Automation, RS PRO, OKdo, DesignSpark, IESA, Synovos, Needlers and Liscombe.

Are you ready to explore the possibilities?

 

 

Apply now »