Head of Field Services

at  Mpaas Ltd

SUMMARY OF THE ROLE

The Head of Support Services is a senior leadership role and will be responsible for managing the whole support services functions across the business. This role is crucial for ensuring that all customer support, technical support operations run smoothly.
You will ensure the delivery of exceptional customer service across all channels whilst overseeing the management of the scheduling process, ensuring efficient use of resources to optimise the productivity within both our field and support service operations.

YOUR OVERARCHING KEY RESPONSIBILITIES

• Oversee the daily operations of various support services functions including customer service (both onshore & offshore) & scheduling.
• Provide overall leadership and strategic direction for the Support Service functions.
• Drive change initiatives to meet business goals, ensuring all functions have the resources and capability to deliver these.
• Reporting and providing high level management information to senior stakeholders including the CEO.
• Act as a key point of contact for internal and external stakeholders regarding support services.
• Collaborate with other heads of departments to ensure smooth running of all support service functions.
• Conduct regular performance evaluations with your team whilst identifying any training needs. Where you will fit in the Company This role will sit within the senior management team and will report directly into the Service Director.