Resource Planning and Administration Lead

Nasstar; Greater London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading technology services provider is seeking a Resource Planning and Administration Lead to manage project delivery and change requests. This remote role includes supervising team tasks and ensuring customer satisfaction. The ideal candidate has experience in service management and excellent communication skills. Join our supportive team and enjoy benefits including flexible working and a competitive salary.

Benefits

25 days’ holiday + Your Birthday Off

Flexible working

Virtual working arrangements

Top technology for staff

4x annual salary life assurance

Health cash plan

Retail discounts

Qualifications

• Experience in a Service and Change management environment.
• High degree of accuracy and attention to detail.
• Logical approach to problem solving.

Responsibilities

• Coordinate all stages of the technical project delivery process.
• Assist with the day-to-day supervision of the team.
• Manage the change process to ensure Change Requests are handled correctly.

Skills

Service and Change management

Excellent written and verbal communication

Logical approach to problem solving

Attention to detail

Customer Care & Focus

Job description

Resource Planning and Administration Lead

Department: Connectivity

Employment Type: Permanent

Location: Remote, UK

Description

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, alongside supporting the NOC being an 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