Retail Field Services RSM

Deliver Field Services Transition Projects and Programs and steady state delivery in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting).

RESPONSIBILITIES

• Act as the central liaison for all transition and FS delivery activities for customers
• Subject matter expert on Retail Field Services and Third Party Partner Management that are also supplying these services and resources for Client
• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
• Creation and review of required SLA's, KPI's, Service Credit Penalties.
• Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining the EUC and FSO support requirements.
• Customer solution discussions and Presentations to Director level on Service Capabilities of clients in EUC & Field Services.
• Planning and Preparation of IT Process Knowledge Transfer from the customer to client on EUC and Field Services processes.
• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
• Create Process Document of current service for the customer and Partner.
• Re-Design of current Service as per the new requirements.
• Manage Risks, Issues and action logs and obtain customer sign offs.
• Manage regional resources and Team Leads assigned to Field Services Delivery
• Plan Resource Training Plans.
• Work closely with our Third Party Partner Network and manage service provided and relationships.
• Understanding of Desk side Support Management duties and process
• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Strong Customer and Vendor Relationship Management
• Project Management of your work stream
• Strong understanding and skills in SLA, KPI Management
• Review with the Delivery Managers and other internal departments
• Lead periodic reviews with Customer and Vendors
• Review and approve vendor invoices for payment
• MIS and Reporting.

KNOWLEDGE:

• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Should have knowledge on Service Desk operation and tools
• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Should have knowledge on contract handling and execution
• Good graps of ticketing tools
• Should have knowledge on MS Office and Microsoft project
• Should have knowledge and experience on partner management and relationship handling
• Taking ownership of issues through to resolution on all appropriate requests.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS:

• Good understanding of retail infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone and POS hardware.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
• Effective communication in English mandatory any local languages or one of European Language is favorable.

BUSINESS SKILLS:

• Management of the Region
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Strong International partner network and knowledge
• Extensive knowledge in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Interpersonal and negotiating skills
• People development, managing, motivating and team building
• Problem solving and root cause analysis
• Developing, reviewing and refining business processes and procedures
• Networking and building relationships (internal and external)
• Understand the cost to deliver and ownership of cost.
• Being visible to customer and internal teams.
• Presentation Skills.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:

• 4+ years experience in management, with 5+ years overall experience.
• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• Retail support delivery experience desirable
• ITIL/PMI professional will be preferred
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of brick and mortar Retail experence Desk side desktop Management, maintenance, deployment and vendor management.
• Should have very strong written and oral communication skills
• Flexibility with respect to time - client deliverables need to be met with a Can do attitude
• Excellent problem solving/quantitative/analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Experience of managing and leading a geographically and culturally diverse team
• A significant travel is expected on the job - hence should be willing to work in such a role. Willing to travel ( up to 60%)
• Location of work possibly in the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.