Brett Walker

Head of Service Assurance @Maintel

Responsible for a management team of 4 managers who in turn manage 50+ employees throughout the Service Assurance team. This team encompasses traditional service desk, 24x7 service desk and technical engineers- The team are responsible for many different functions within Service Assurance including: Incident Management, Problem Management, Escalation Management, 24x7 technical service desk, all inbound activities working to customer SLAs- Responsible for the overall customer experience- Coaching and mentoring of the managers and team is a key requirement of the role- Conducting bi-annual appraisals setting SMART goals and KPI\'s- Conducting bi-monthly 1-2-1s- Attend strategic planning meetings for the Support Services department within Operations- Responsible for recruitment- Attend customer meetings and reviews - Responsible for planning training requirements and development plans for the team- Performance management- Trend analysis-Management Information & Monthly Reporting- Budget Management