Installation Services Operations Lead

Role: Installation Services Operations Lead

Pay rate: £255

Start: ASAP

Location: London (Hybrid working 3 days office based and 2 from home)

Expected duration: 9 Months

Our client is a global tech business. They are looking for an Installation Services Operations Lead to support their installation services in the UK and Germany.
The Installation Services Operations Lead will manage and co-ordinate with the service providers the delivery of installation services to their customers. They will be responsible for ensuring that providers are maintaining the quality of services and meeting or SLA’s. The ideal candidate will be hard-working, technically savvy, and comfortable with implementing processes alongside multiple stakeholders, both internally and externally.

Responsibilities

• Management of the installation service partners in the UK and Germany ensuring they deliver on the set quality standards.
• Management of escalations with service partners and the in-house Customer Support team to ensure that these are resolved quickly and promptly.
• Ensure that all-partners teams are fully trained on the range of products, features and services.
• Create, update, and maintain training materials for use across multiple regions associated with installation services
• Act as the key point of contact for the Installation services internally and externally.
• Continuous improvement of operational management systems, processes, and best practices to support our customers.
• Cross-functionally collaborate with relevant internal stakeholders including key technical and training specialists, product development, design, and customer experience

Basic Qualifications

• 5+ years of experience in service operations, managing Professional Installation teams through vendor providers.
• Strong communication skills, with experience in presenting in-depth technical information to multiple stakeholders
• Contracting management experience and vendor management.

Preferred Qualifications

• Interested in Internet of Things (IoT), technology and excellence in customer service
• An excellent understanding of technology and the ability to communicate complex topics effectively
• Strong project and program management experience in delivering key business outcomes
• Experience with key International Vendors
• Fluency in Italian, German, Spanish, or French a plus.