Head of Collaboration

About UsCharterhouse Group is a UK based, PE backed, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces.We are looking for talented and highly motivated people. We understand that the key to our success is our people. For this reason, we are committed to attracting and retaining the best possible candidates. Therefore, we offer a fun, innovative and a fast-paced environment where career development, reward and recognition are a priority.If you want to join a multi award-winning business, passionate about technology and its customers, credible in the market with a stimulating working environment - then we want to speak to you.Role PurposeThe role is responsible for developing and executing the strategic vision for the Charterhouse Collaboration support function which comprises of the Unified Communications and AV / Teams Meeting Room support teams. Own the revenue, profit and costs for the support unit. Drive process improvement and efficiency to ensure that the support function is delivered within budget.Duties And ResponsibilitiesDevelop a high performing team with a culture of service excellence and achieve a high level of customer satisfaction Work with stakeholders across the business to define and develop new revenue streams to improve Collaboration unit's support profitability Continuously review improvement areas. Implement change accordingly with focus on improving customer experience, reducing costs, increasing revenue or improve staff morale Develop metrics, reports and analysis to measure the Collaboration unit's performance. Provide regular updates to executive management on progress, risks, and issuesEmbed a culture of teamwork and shared goals ensuring that the company and Collaboration unit activities are distilled into week-by-week actions and improvements that both you and your teams can drive forOversee workforce planning, training, budget development, tracking, and forecasting Work with suppliers to ensure operational targets are met and that we have appropriate escalation routes documented. Ensure we have regular service reviews with large suppliers which cover contractual commitments and feedback on customer serviceBuild supplier relationships to stay informed of market trends so your teams are aware of future developments and process changesBuild effective relationships across the wider organisation and ensure the Collaboration support roadmap is aligned to business needsResponsible for business continuity and disaster recovery plans for the Collaboration unitChampion diversity, inclusion, and professional growthRequirementsRequired Knowledge, Skills and ExperienceProven track record in a similar management role, with budget responsibilitiesExcellent communication and negotiation skills, with the ability to communicate on all levelsExcellent analytical/problem solving abilities with which to drive continual and service improvementProfessional and calm approach at all times particularly when dealing with difficult situationsMust be commercially awareAbility to lead, influence and develop self and othersDrive, self-motivation and ability to work under own initiative as well as in a team environment Understanding of ITIL methodology and implementations using best practise in pursuit of Customer Service ExcellenceThe ability to work well under pressure in a fast-paced team environmentKnowledge and experience working with ITSM tools such as Service Now ITIL Foundation certificationBenefitsJoin us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.