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  • Job reference: RMS0137993

Telematics Service Desk Manager - 25814

  • Sector: Automotive
  • Location: Whitley
  • Job type: Contract
  • Date posted: 12/02/2014
  • Time left:
    d h m s
This vacancy has now expired.
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The Company:
Our Client is a world leading Automotive OEM which is responsible for some of the most iconic 4x4's & Sports Cars produced. Due to the huge demand for current models and substantial investment in future projects there is a requirement for more resources across the business in engineering & manufacturing on a contract basis.

The Role:
The Connected Car operation is dedicated to breaking new ground as it produces some of the most exciting new telematics and vehicle connectivity features in the premium automotive market. At launch (March 2014) the InControl Remote App will enable customers to view their recent journeys, current car location when parked, and understand the status of key features on the vehicle such as fuel and washer fluid levels. In addition the customer will be able to request immediate support from emergency services and roadside assistance services who will be able to pinpoint the location of the customer's car.

In conjunction with the Head of Operations identify and appoint a Telematics Service Desk provider. Manage the on-going Telematics Service Desk operation, ensuring the delivery of a consistent and sustainable service to customers, whilst minimising operational risk and returning value to the company.

Specifically:- Co-ordinate all third party suppliers in delivering this service.
Co-ordinate the response to, and resolution of, issues affecting service delivery and understand and address root causes to recurring issues
Proactively monitor and continuously improve the service level, quality and overall performance, using a structured set of operational KPIs
Manage the introduction of change requests and new releases
Manage the service data strategy and communication to external parties and to wider the JLR organisation
Provide a strong governance structure for the service delivery, managing the relationship with third party vendors and internal providers

Essential Skills / Qualifications:
Measurable track record of business service operations and service performance management. Ideally in appointment and management of a technical support desk/call centre
Familiarity with Telematics and the automotive industry Familiarity with standard ITIL practices

Desirable Skills / Qualifications:
Track record of building strong relationships and partnerships in complex value chains that deliver technology based services to end customers
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