Salary
To be discussed
Contract Type
Permanent
Contract Type
Full Time
Location
Currently work from home - transitioning to Chorley office

Summary

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

The CRM & Billing Service Desk Lead will require you to:

  • Manage the team responsible for operating the support service within the Futura billing team, providing leadership and direction to them as and when required.
  • Provide subject matter expertise in energy industry CRM & billing to the support team and to clients.
  • Ensure that client Futura application systems, are upgraded, maintained and supported in order to achieve the contracted Service Level Agreements and deliverables.
  • Communicate regularly and effectively with clients in regards to their support service and Futura software updates.

Role Responsibilities

Application Support

  • Ensure that the Futura CRM & billing System is supported in line with the client’s contract and internally agreed standards. Leading on the resolution of Futura helpdesk incidents.
  • Develop and implement procedures and documentation to aid in the delivery of the Futura support Service.
  • Manage the resolution of Futura application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements.
  • Undertake Futura application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
  • Ensure problem prevention methods are continually applied to improve service levels and keep costs in line with projections.
  • Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain the Futura application, and to investigate and resolve Futura application-related incidents.
  • As required, provide timely and regular communication to users on the status of their service requests and incidents.
  • As necessary, liaise with internal teams to ensure Futura application-related incidents and problems are resolved in a timely and professional manner.
  • Monitor the availability, performance and throughput of supported Futura applications.
  • Prioritise and schedule assigned support activities and tasks.
  • Manage the maintenance of Futura support technical documentation and scripts
  • Work with the Service Operations helpdesk team to continuously improve incident and problem management processes
  • Participate in disaster recovery activities as required.
  • Review and where appropriate authorise hot fix releases.
  • Represent the support service in transition of new client implementation projects into live support.
  • Feed into the product roadmap with suggestions for system and business improvements.

Client Governance:

  • Act as a first point of escalation for clients for any P1/P2 incidents or incidents that fail to meet target fault resolution times as per client contracts
  • Attend client support calls, providing and prioritising response and resolution to incidents.

Management:

  • Line Management of the Service Desk Analysts to deliver the Futura support service
  • Co-ordinate internal support resources and client resources as required to achieve incident resolution.
  • Implement and provide reports to senior stakeholders to evidence incident and problem management performance across Futura support

General: 

  • Ensure the Futura application support team adhere to published company policies and procedures.
  • Analyse data from systems and produce technical and business reports for consumption by departmental managers and team leaders.
  • Undertake any other duties of a similar level and responsibility as may be required from time to time.

About You

Management of others:

  • Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
  • Delegates work appropriately and fairly
  • Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
  • Encourages their staff to think and act independently where appropriate
  • Seeks opportunities to provide people with new challenges and opportunities to develop

Influencing:

  • Presents their case persuasively: upwards, downwards and externally
  • Demonstrates confidence in their position and in leading teams
  • Displays clear and confident lines of communication when presenting and communicating
  • Develops and maintains productive relationships with internal and external customers
  • Delivers what they have agreed with the customer
  • Effectively address problems raised whilst managing customer expectations

Decision-making

  • Makes and communicates clear decisions
  • Makes effective decisions under time pressure
  • Manages risks and benefits of various options and decisions
  • Ensures that decisions made are the right one for the customer and for the business however unpopular they might be

ISO Awareness

  • Follow IMS Policies
  • Reporting of Incident
  • ISO Responsibilities
  • ISO Staff Awareness
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