Summary:
The UK Customer Enablement team work as part of a larger IT group providing IT services for all UK Accenture personnel (circa 10K). The Customer Enablement team serves to provide IT equipment to new starters and current employees, provision of workstation hardware, workstation image upgrades and associated asset management. These duties are performed whilst ensuring business SLAs are met throughout the year.
Main activities/tasks:
Enablement Services & Asset Management Team Lead's function include:
- Effective management of the Enablement Services and Asset Management team.
- Overseeing of stock levels and purchase requirements for the team and customer base.
- Maintenance and development of working relationships with internal customers and external suppliers to ensure smooth running of the service.
- To oversee the administration and accuracy of the UK Asset Management database (Flexera's Enterprise Compliance Manager) to meet team KPIs. Delegating tasks to other team members.
- To work with Customer Enablement Lead in deciding team purchases and ensuring requirements fall inside forecasted budgets.
- To work with Enablement Services team in producing effective scheduling for new joiners and workstation upgrades.
- To ensure all New Joiner events have required equipment, presenters and support.
- To deal with customer escalations and complaints via appropriate channels.
- Produce and maintain regular reports of team activities.
- Suggest and drive process excellence and process initiatives.
- Attend and provide appropriate contributions to all team meetings.
- Perform ad-hoc related duties as required.
- Active involvement in wider LTS group initiatives and work.
Relationships:
- Internal Relationships:
- Reports to: - UK Customer Enablement Lead
- Supervises: - Enablement Services Team (x2) and Stores Assistant (x1)
- External Relationships:
- 3rd party suppliers (for example IT resellers, IT disposal vendor etc)
Special requirements:
Whilst supported hours are 09:00 until 17:30 some overtime and travel may be required on an infrequent basis
Qualifications
Knowledge, Skills and Experience:
Education:
Degree level education desirable, but not essential
Good range of secondary educational achievements
Work Experience:
Blue-chip or large company experience desirable
Experience in an IT and/or Customer Service environment would be beneficial but not essential
Physical Requirements:
Very occasional moving and lifting of desktop PCs and other small IT equipment (may be required, full safety training will be provided in advance)
Professional Skills:
- Previous team leading experience is essential.
- Communication skills of a high standard with the ability to interact with people of all levels.
- Experience of working with customers and stakeholders in high pressure environments.
- The ability to work on own initiative independently and/or as part of a team.
- Able to command the respect of individuals at all levels within company.
- A quick thinker with a 'can do' attitude and aptitude for creativity.
- ITIL foundation level qualified would be beneficial but not essential.
- Confident, determined self starter.
- Ability to work autonomously.
- Good financial aptitude.
- Good documentation skills.
- Good organisation skills.
- Good attention to detail.
- Strong team builder and team player.
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
