Homeoffice Resource Planning and Administration Lead presso Nasstar
Nasstar · London, Regno Unito · Remote
- Senior
This role is a home based position but will include ad-hoc team meet ups throughout the year.
- The role is to coordinate all stages of the technical project delivery process, liaising with PM’s and Service Activation Coordinators to contribute towards a trouble free customer delivery experience.
- You will assist with the day-to-day supervision of the team, managing tickets and team members, approving holiday and timesheet entry.
- You will also manage the change process to ensure that Change Requests are managed and progressed correctly and within SLA & adhering to ITIL good practices & liaison with customers, along side supporting the NOC being a escalation for incident tickets being raised.
What does success look like:
- Project delivery being completed to project deadlines – Customer Satisfaction – working with PMs & Service Activation
- Customer changes being completed first time – Customer satisfaction – monitored via failed report
- Customer Satisfaction – SDM meetings feeding into Technical Design and Delivery Team Leader
- Achievement of Individual Objectives – Monitored in 121 meetings – OKR’s
Key Responsibilities
Projects
- Gate keeper for TDE/TDA PRJTASKS tickets all go through TDC
- Assignment of Project Tasks based on skills and availability.
- Send In Life Report to projects and NOC
- General project administration/Actioning of email requests
- Communication between Service Activation Coordinator/PM emails and managing expectations.
Change
- Responsible for the receipt, review and acknowledgement of customer change requests.
- Verification that all information accompanying a change request is complete and accurate.
- Review of the Change Request classification against the Change Catalogue
- Assignment of Change Requests to engineering team based on skills, customer knowledge and availability.
- Assignment of Change Requests to internal resolver groups following the applicable process.
- Keeping the incident team informed of planned changes and outages by way of the change diary
Administration
- Approving holiday
- Approving timesheets
- Maintaining the TDD team in Resource Guru tool to ensure there is always an accurate view of engineering availability and planned changes.
- Daily review of planned tickets for the day ahead.
- Daily review of tickets for the previous day to ensure they have been implemented/updated and progressed in accordance with the Process.
- Review and closure of completed tickets.
- Keeping customers informed and managing expectations.
- Working with transition teams with the on boarding or removal of customers
- Schedule work for Technical Delivery Engineering (TDE) and Technical Design Authority teams (TDA)
- Liaison with Customer Service Managers
- Create service IDs for new services (EP2P reference)
- Monthly/weekly reporting
- Booking work for the engineers to make sure they are hitting their utilisation targets
- Manage teams utilisation target via time sheet approval
Skills, Knowledge and Expertise
Essential:
- Experience in a Service and Change management environment
- Excellent written and verbal communication skills
- Logical approach to problem solving
- High degree of accuracy and attention to detail
- Customer Care & Focus
Desirable:
- Awareness of networking fundamentals
- ITIL Intermediate qualifications
Benefits
At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:
- 25 days’ holiday (excluding bank holidays) + Your Birthday Off
- Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
- Virtual working – we practice what we preach and empower our people to work remotely
- Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands
