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Resource Manager

Location: UK - Manchester | Job-ID: 67981 | Contract type: Standard | Business Unit: Others


Who are we
We deliver full lifecycle maintenance services and on-site technical expertise covering a wide array of technology from workplace to network  infrastructure and everything in between. We put productivity, operational efficiency, customer excellence and quality at the heart of everything we do. Our technology enabled mobilised teams provide high quality, scalable expertise and support across a wide range of customers in Germany, France, The UK, The Netherlands, Belgium, Spain, and Ireland. We can also provide global network infrastructure support 24/7 365 days per year from our Kerpen based Global Infrastructure Competency Centre.

Group Engineering & Maintenance Services and have over 4000 skilled and accredited IT technicians with access to hundreds more via our global partner network.

We are a company where people matter. We are diverse, flexible and open. We are family friendly, supportive and offer flexible and home working. We have a can-do attitude and we aim to support and grow our Computacenter family in whichever direction they choose to go, be that up or to a completely new part of the business.


Your potential Role
To steer and manage a remote team of engineers, including all aspects of recruitment, performance management and development, ensuring that the team have the necessary skills to be able to deliver Technical Resources Group (TRG) services to customers and provide excellent Customer Service at all times. To develop a strong business relationship with customers and be an ambassador for Engineering Services and Computacenter. To assist TRG in meeting its performance and financial targets.


Operational & People Management (50%)

• To build strong productive working relationships with aligned internal and/or external customers,
• To conduct regular service reviews with aligned internal and/or external customers
• Effectively manage the team of engineers - including all aspects of performance management.
• Carry out regular and planned site visits taking effective and timely action on any issues raised 
• Produce and manage training and development plans in line with Corporate objectives
• Recruit and induct high calibre engineers using the approved HR recruitment methodology and preferred suppliers list
• Carry out contractor vetting in line with forecasted requirements working closely with the Master Vendor
• Carry out all aspects of the TRG Management Operating System (MOS) and general processes and procedures as required by the role
• Ensure that all administrative duties are planned and carried out in a timely manner in line with corporate goals
• Attend scheduled management meetings as required and carry out any actions in a timely and effective manner
• Work closely with their regional scheduling team to ensure that their team is appropriately and effectively utilised
• Effective cost control.
• Compliance with corporate and divisional H&S and HR policies.


Customer Satisfaction & Issue Management (25%)


• Champion the achievement of Customer Satisfaction levels in line with corporate goals.
• Review and management of customer feedback e.g. eCSQ and email.
• Resolve all customer complaints or issues raised.
• Management of local relationships.
• Ensure that the team is focussed on delivering best of breed customer excellence. 

Leadership (25%)


• Guide, motivate and inspire the team.
• Act as a role model through personal conduct and contribution at all times.
• Create a team environment where open and direct feedback is actively encouraged
• Build an effective and cohesive team where everyone feels valued.
• Set clear objectives for the team members and the team as a whole.


Critical Success Factors:


• Customer Satisfaction for the team meets corporate objectives
• Employee satisfaction for the team meets corporate objectives
• KPI’s performance 
• Build and maintain effective business relationships with their day to day contacts in the Company
• Ensure that engineers are appropriately skilled to carry out their job


Your are the candidate


• Excellent management, direction and coaching skills - either from an engineering or supervisory background (minimum of 2 years)
• Background in IT service delivery
• Good written and verbal communication and experience of presenting to small to medium groups
• Knowledge of HR practices and procedures including Working Time Directive and Health & Safety
• Excellent organisational and administrative skills
• Excellent soft skills
• Proven ability to work under pressure
• Self-motivated and self-assured 
• Ability to contribute to and work with remote engineering teams
• Educated to GCSE level in Maths & English or equivalent
• Commercially aware
• Technical IT background
• Have an awareness and knowledge of the IT marketplace
• ITIL experience and/or training
• Use of MS Office and Outlook


Your advantages


• Well-established remote working environment
• Diverse and Inclusive team
• High ethos and purpose-driven organisation
• Opportunity to join a reputable and growing organisation




Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.

Apply now »