Job Purpose
To take full responsibility for the successful delivery of all internal and customer projects, ensuring they are planned, co-ordinated and communicated across all parties.
To take responsibility for the management of all technical resource across the business, ensuring service levels are maintained and technical delivery to our customers is optimised at all times.
To be an active member of the ET team.
Key Tasks and Responsibilities
Project Management
To successfully onboard all new customers through effective project management.
To successfully deliver projects for all existing customers, through effective project management.
To confidently manage multiple projects simultaneously, ensuring they are delivered on time, to budget and to customer satisfaction
To instil customer confidence throughout the onboarding process by building strong relationships with key decision makers, ensuring they receive proactive and regular updates and that project delivery matches expectations.
To work closely with the project technical lead to ensure full awareness, preparation and understanding of the required project.
To ensure the Company’s project process is followed and consistent customer communication takes place so expectations are set and clear.
To act as the first point of contact for all new customers throughout the onboarding period.
To gather, analyse and act on feedback from all newly onboarded customers to inform future planning and process
To proactively liaise with all project stakeholders, communicating all aspects and progress and troubleshooting issues quickly for timely resolution.
To work with the Procurement Team to ensure all required project kit, consumables and other physical requirements are delivered in line with budgets and timescales.
To be adequate in purchasing to provide cover when relevant.
To undertake project milestone meetings with all relevant internal and external parties.
To attend customer site when necessary before, during or after project delivery to resolve issues and deliver exceptional customer satisfaction.
To ensure training is delivered to the Help Desk on each new customer ensuring full understanding of industry, infrastructure, key people and support package.
To co-ordinate and liaise with subcontractors, ensuring they are compliant and Risk Assessed
To ensure Technical leads have all necessary RAMs prior to completing any offsite technical work
To liaise with our onsite customers to ensure all off site Risk Assessments and Fire Evacuation procedures are made available prior to our Technician completing any work off site.
To provide succinct and measurable data on project delivery across the business
To provide project completion evaluation reports providing key feedback on all aspects of the project plan.
To present a project performance report to the SLT on a monthly basis
To manage the leasing process when relevant, ensuring contact with both the leasing company and the customer to enable clear communication and updates.
Resource Management
To be responsible for the planning and deployment of Technical resource across the business, taking into consideration requirements for field based technicians, Helpdesk escalations and project delivery.
To forward plan technical resource rotas at least 3 months in advance to ensure optimisation of technical resource
To work closely with the Technical Director to identify key individuals for technical delivery based on competence, knowledge & customer fit, whilst also balancing the needs of the Technician.
To work with the Business Support Team in the booking and management of company Vehicles for all project purposes, ensuring company policy and procedure is followed.
To assist in the completion of projects as directed by the Technical Director / Head of Technical Operational Delivery when relevant.
To assist the Head of Finance, Systems & People Management in process and systems development to continually improve and streamline the project process and customer service
Systems & Process
To set, train and deliver a project process covering all keys aspects including timelines, budgets and resource.
To ensure the Autotask system is kept fully up to date with all key customer & project information and CRM notes
To set up effective customer reporting following successful onboarding.
To ensure all relevant paperwork is issued, signed and completed i.e. Statement of Works, Import Sheets, Contracts.
Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.
To deliver exceptional customer service
To answer inbound Help Desk calls when required.
To perform any other duties as required by the business to ensure its successful and efficient running.
Experience, Qualifications, Personal Attributes
Previous Project Management experience essential
A technical background, preferably working for an MSP
Knowledge of common project management platforms
Project Management certification e.g. PRINCE2 essential
Previous IT role experience desired
Strong background in customer service required
Experience within a finance and administration desirable
Strong interpersonal and communication skills
Ability to adapt approach and style to meet specific customer needs and resolve conflict
Proven influencing skills to enable required outcomes
Good attention to detail and organisational skills
Enthusiastic, professional and motivational
The ability to work to budgets and achieve deadlines
The ability to work under pressure and make decisions
Confidential and trustworthy
Driven, with the ability to work un-supervised
Team player
Proactive approach to work
IT literate
Company role-model
UK driving license holder desired
Key Relationships
All Directors
Senior Leadership Team
Senior Technicians
Business Support Team
All Staff
All Customers
All Suppliers
All Subcontractors
Valuing Diversity and Inclusion
At Everything Tech Limited we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.
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