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This is an exciting opportunity to be the Technical Service Desk Manager for the One Login programme. Reporting into the Senior Technical Service Desk Manager, the Technical Service Desk Manager will play a critical role in ensuring that the One Login service is operating as intended having responsibility for keeping reliant parties and the One Login for Government Technical Service Desk informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting referral groups. As a Technical Service Desk Manager you’ll: act as the routine escalation contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution; support the Technical Service Desk Analysts providing investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues; identify and engages with users / stakeholders to collate evidence, and understands and defines research which fits user needs. Working with Supplier Management, manages and monitors Service Desk service level agreements (SLAs/SLOs) and performance; initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required, determine the appropriate resolution and assist with its implementation; translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities; drive the analysis, identification, prioritisation and implementation of service improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. Uses data analytics skills to make decisions that enhance business performance; use results of customer satisfaction measurements to improve services and has successful relationships with the customer; take ownership of problems, and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

Job Profile In this critical role as Network Performance Manager, you will lead performance strategy and continuous improvement across EV charging network operations activity. Your primary goal is to drive year-on-year improvement by leveraging data analytics, digital tools, and stakeholder collaboration to enhance operational efficiency and service delivery. You will work with multiple service delivery contractors to optimise performance assuring our network availability. Key Responsibilities Reporting to the Head of Network Operations you will be responsible for: Supporting the Head of Network Operations in the development of the future operating model for the management of the network. Owning and managing supplier performance frameworks and ensuring that KPIs and SLAs related to EV charging infrastructure are met or exceeded. Working collaboratively with suppliers and internal teams to ensure seamless EV charging service delivery and rapid fault resolution. Leading regular supplier performance reviews, ensuring issues are addressed and continuous improvement plans are implemented. Supporting onboarding of new EV charging suppliers with clear expectations and performance metrics. Collaborating with procurement, commercial and operations teams to monitor, report, and improve supplier delivery and compliance. Using data-driven insights and performance dashboards to identify trends, root causes of failure, and areas for supplier improvement working with the Network Manager to implement required remedial activities. Driving initiatives to improve contractors' reliability and efficiency of the charging network Developing and embedding tools, processes, and training to standardise supplier performance management across regions. Supporting product development and operational delivery of EV charging infrastructure and services. Tracking progress of operational development plans and ensure long-term sustainability. Ensuring contractors are adhering to regulatory safety and environmental standards and achieving compliance with the Public Charge Point Regulations (PCPR). Identifying risks and ensuring they are managed appropriately. Experience: Proven experience managing performance at scale, ideally in energy, infrastructure, or EV sectors. Strong analytical, strategic thinking, and data-driven decision-making skills. Experience leading cross-functional teams and delivering results in a fast-paced environment. IT-literate, with strong skills in data analysis and reporting tools. Passion for innovation and operational excellence. Proven ability to manage KPIs, analyse performance data, and influence outcomes with suppliers. Excellent communication, negotiation, and stakeholder management skills. Strategic mindset with a hands-on approach to operational problem-solving. Skilled in reporting and analytics tools for monitoring supplier performance. Experience delivering results across cross-functional teams and complex supply chains. Understanding of network protocols, hardware and software OCPP and ability to understand ITIL fundamentals of service management. Providing excellent customer service to ensure that our customers love every electric journey in line with our strategic vision. Proficient in the use of Microsoft Excel, Word, Power BI & PowerPoint. Strong analytical, organisational, and multitasking skills. Ability to identify opportunities for improvement and work on implementation plans and business cases.