Robert Stead

Experience

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  J.P. Morgan

  Apr 1999 - Jan 2008

  Corporate Service Manager

  Service Delivery Manager. • Responsible for account management performance and KPI reporting• Conducting monthly performance review meetings with both client and teams • Service and maintenance support for Ricoh/Sharp MFD devices and full range of HP printers, ensuring strict SLA agreements were met• Managing a team of 7 engineers, monitoring team performance, and conducting regular reviews• Ensure all technicians adhere to client, departmental and company policies• Project management of equipment relocations within different sites Show less

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  Microscan

  Dec 2008 - Apr 2011

  Senior Engineer

  On-Site Engineer • On-site account management • Engineer training and quality assessments • Completing network print / scanning installs• Attending escalation calls and carrying out machine set up and maintenance

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  Right Digital Solutions

  Apr 2011 - Nov 2020

  Service Manager

  Regional Service Manager Responsible for ensuring the service delivery team works at maximum efficiency whilst exceeding goals. Managing a team of technical engineers and specialists. Providing support to both the team and clients. Overseeing a wide variety of technical projects. Ensuring technical deliverables are achieved as planned. Additional responsibilities:• Monitor team KPI performance and review development opportunities regularly to ensure performance targets and client SLA are adhered to and conduct quarterly employee performance reviews.• Managing customer escalations, coordinating level 2 resource to resolve issues and incidents, and providing regular feedback to the Customer Service Helpdesk.• Facilitating regular management meetings to review performance results, plan future predicted trends to share improvement ideas.• Ensuring successful collaboration within the team and within the wider project. • Responsible for monitoring spend, reporting progress and tracking team velocity. Show less

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  Commercial Energy Solutions Ltd (CES)

  Sept 2021 - now

  Operations Manager