Service Operations Manager - Telematics

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Job Title: Service Operations Manager
Location: Crewe
Schedule: Monday - Friday from 08:30 - 17:00 (no weekends, evenings or bank holidays)
Salary: Competitive Package
Heard of us?
We are an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs.
Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we are committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future. This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.
Job Purpose
Reporting to Head of Customer Services & Tech, the Service Operations Manager will be responsible for the day-to-day management of the Technical Support & Service Improvement Team. Building a Service Desk which is aligned with ITIL Best Practice ideas, ensuring that the business can access technical support services quickly and effectively whilst aiming to deliver a positive customer experience.
Objectives will include but not exclusive to the successful role out of:• Productivity Matrix to enable daily/weekly/monthly performance • SLA reporting • Performance Management Plans (20PP)• Personal Development Plans• Defined Commission Structure based on targets
Key Responsibilities
People Management:• Lead and oversee the Tech Team, fostering a positive and collaborative work environment.• Recruit, train, and develop team members, ensuring alignment with company values and goals.• Conduct performance evaluations and provide constructive feedback for continuous improvement.• Handle personnel matters, including conflict resolution and performance management.
Coaching and Mentoring:• Work closely with Team Leaders to identify areas for professional growth and skill development.• Provide ongoing coaching and mentorship to Team Leaders to enhance their leadership capabilities.• Conduct regular 1-2-1 sessions to support career development and goal achievement.
Operational Excellence:• Collaborate with cross-functional teams to ensure seamless communication and coordination.• Develop and implement strategies to optimise service delivery processes and exceed client expectations.• Establish team key performance indicators (KPIs), implementing improvements as needed.
Communication and Collaboration:• Foster a culture of open communication and collaboration within the Tech Team and across departments.• Act as a liaison between the Tech Team and upper management, providing updates on team performance and challenges.
Long Term Goals• Build own knowledge on products/services/platforms/systems • Work closely with key business areas on reducing 1st line technical enquiries so the team can focus on 2nd/3rd line. • Work towards clearly defining 3rd line issues and establishing that distinction• Demonstrate resource requirements based on productivity vs headcount• Standardise team training to ensure agents have visibility across all products to facilitate cross train and knowledge share.• Reduce number of 1st line technical issue by root causing reasons for issues linked to potential failings at POS/despatch etc.
What can you expect of us?
A friendly culture that mirrors our proposition to our customers
A fast-growing organisation that defines itself as being agile and innovative
A drive for continuous improvement, which you will be empowered to get behind from day one.
A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
And of course, you will be compensated competitively along with bonus potential and a good range of core benefits.
Still curious?
If you feel we are a good match for each other, you can apply online now!
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
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