LEAD TECHNICAL SERVICES ENGINEER
Description de la mission :
The role holder is able to influence internally and externally and possesses the highest level of technical expertise in their field being called upon throughout the organization for advice and guidance. The role holder also delivers high complexity work packages as part of customer implementation projects, may design and deliver technical training and produce quality knowledge sharing articles internally and externally.
Technical Capability. Defines the support criteria for infrastructure design, guiding support teams, using top-level technical expertise in order to resolve complex problems and deliver service improvements. Alerts and influences management in respect of the availability of new technology and changes to existing methodologies that impact on the way the organization delivers services.
Process. Defines, drives and improves technically related processes. Influences problem escalation in critical situations to resolve customer issues.
Service Level. Identifies improvements for Service Level Agreements, owning escalated internal and external issues to meet service requirements. Technically leads implementation of changes. Monitors performance through statistical reporting and analysis.
Project Work. Leads technical implementation of complex infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the Project to meet customer requirements.
Customer Relations. Establishes multiple relationships with senior level customers and a range of managers across the organization to act as a respected technical interface both internally and externally in order to deliver and enhance the service.
Problem Solving. Takes ownership and provides consultancy level expertise to resolve major technical problems, involving other specialists and third parties where necessary. Proactively analyzes information and trends, proposing action to resolve problems, maintain and enhance service.
Team Working: Takes a technical lead, promoting knowledge sharing and development of other team members both inside and outside of the group. May take on team management responsibility.
Business Awareness: Provides technical and commercial expertise in conceiving and articulating changes to service methodologies and technologies to improve and grow the business. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service.
Professional Development: Takes the lead with new concepts or technologies, is aware of where the industry is going technically to influence the development of others.
Key Performance Indicators
Recognized as the definitive expert within their field, sharing knowledge, coaching, re-use.
Feedback from customer/project manager/ Architect. Service Delivery Management/Service Lines/Third Parties at a management level.
Proven track record working with product authority and external vendor support teams at a senior level.
Proven track record of solution designs, service enhancements and problem resolutions.
Improvement/ enhancements to service delivery processes.
Delivers Technical training to internal and customer staff if required.
Successful definition, implementation and conformance to processes both internally and externally.
Problem ownership demonstrated.
Collaboration with external organizations, product forums and working parties
Meets project deadlines and costs within own scope of responsibility.
Successful track record of leading small to medium projects.
Successful track record of directing across functional technical teams and third parties.
New business generated, secured and successfully implemented.
Future skills requirement defined.
Technical Specialism (TECH) Level 5 Systems installation/decommissioning (HSIN) Level 5
Service desk and incident management (USUP) Level 4
IT operations (ITOP) Level 4
Service acceptance (SEAC) Level 5
Release and deployment (RELM) Level 5
Change management (CHMG) Level 4
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