Practice Director - Support

Location GU140LX
Category Technology
Contract Type Permanent
Salary Competitive

The Practice Director for Support is a key part of UKCloud Operational Leadership Team (OLT). You will have demonstrable experience in delivering 24/7 support services. You will use your expertise to develop and implement appropriate standards and processes within the Practice to provide trusted and responsive support to internal and external customers. The Practice Director for Support leads a team of IT and customer service professionals, of varying levels of experience, focused on proactively and reactively supporting internal and external customers on a 24/7 basis. Your goal is to delivery industry leading response time, resolution time and customer satisfaction.


Key Responsibilities 

  • Responsible for determining ‘How’ proactive and reactive support work within the Practice is done and ‘Who’ does the work 
  • Creates career development opportunities and improves the capability of the Support Practice 
  • Ensures effective interworking with other Practices within the Capability Lifecycle flow (e.g. strategy, engineering and deployment) 
  • Accountable for pastoral care of everyone within the Support Practice (in conjunction with a deputy directors/resource managers as appropriate) 
  • Maintains accurate team performance through measuring customer satisfaction, response times and resolution times


Essential skills

  • Strong understanding / qualifications in Customer Services and/or IT Service Management best practice 
  • Highly organised – performs well under pressure
  • Excellent and clear communicator (written, verbal and visual) to internal and external stakeholders 
  • Experienced leading teams and coaching others to adopt best practice 
  • High knowledgable with handling customer escalations and engaging with stakeholders at all levels of seniority 
  • Ability to lead governance activities 
  • Technical acumen to assess technical scenarios and situations, make informed decisions and be able to present back to senior leadership, peers and team with confidence and accuracy 
  • Expert in implementing appropriate governance assuring the quality, consistency and compliance of support work 
  • Ability to drive behavioural change (including experience of performance management and personal development planning)


About the company

UKCloud provides an unbeatable, secure UK public cloud. Focussed solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.


Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 250 people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.


Benefits:

  • Competitive salary plus bonus
  • 25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
  • Flexible working
  • Contributory pension
  • Healthcare
  • Life cover
  • Access to free parking
  • Active social and charity events
  • Cycle to work scheme
  • Onsite facilities
  • Friday breakfasts, fruit and soft drinks


UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance


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