About the role
Primary purpose is to provide professional training and development support to the Business with the primary focus on the support of Service Operations. This will include the development and proactive support of career development paths within the service desk environment. This role will work closely with the HR Business Partner in Poole to drive effective professional employee development, engagement and retention of key talent across all levels within the service operations organization.
- Performance against training and development KPI’s (ROI on training costs, fulfillment of training and development plans, career development actions)
- Effective career progression of apprentices and levy fund management
- Effective in a business transition environment – directly supporting integration and harmonization
- Development and deployment of T&D policies
Key Responsibility Areas
Training Needs Analysis
Working closely with the service delivery management team to carry out training needs analysis and prioritization of learning and development needs. Develop further the career levels across operations and align clear trading and development plans to support the development priorities at each level. Walk the floor in order to determine training and development requirements and builds into overall development plans.
Working closely with the HR Business Partner develop the induction and on boarding process for engineers into the service delivery environment. Develops and implements additional assessment tools for the ongoing review of engineering capability across all service desks. Ensure that all new starters reach a consistent competency level in the use of key systems and tools e.g. ServiceNow etc.
Learning & Development Solutions
Develop fit for purpose, value add solutions to meet identified priority development needs. Determine functional priorities and deploy solutions at a team and individual level. Develop the required business professional accreditation paths (Microsoft, CISCO, Citrix etc.) and support the identification and management of those enrolled onto these programme. Develop product awareness education programme (multiple levels) as part of the integration plans. Develop the company’s approach to mentoring and put in place arrangements that add value and accelerate development.
Own the Company’s apprenticeship programme and management of the training levy. Work closely with the training providers and assessors to ensure that apprentices are managed effectively and GCI able continue to develop and retain this resource short, medium and long term.
Take ownership of ensuring that development commitments made in the performance planning process is realistic and deliverable. Carry out analysis of the plans and develop cost effective solutions to meet those which are priorities deliverables within each year. Develop learning solutions in support of the career levels across the service desk and ensure the launch and communication of this in line with the performance management process.
Training and Development Policy
Develop and deploy a robust T&D policy for the Company which drives employees understanding of career development within GCI and drives employee engagement.
Ensure that training services delivered meet requirements. Develop internal cost neutral solutions where possible. Monitor service provider performance and drive improvements. Has technical and commercial ability to source appropriate third parties to deliver training and deployment services in priority areas. Is able to directly deliver some standard educational programme utilising skype and online content.
Key Competency Area
Candidates must have experience of working in an independent Training and Development role within a technical call centre environment, ideally with experience of managed IT services.
Candidates must possesses significant and demonstrable experience in developing and delivering practical cost effective training and development solutions that optimise performance and retain key talent. Specifically candidates must have:
- the ability to deliver some level of product and/or systems training as part of the induction and onboarding process
- demonstrable IT skills capable of developing further and adding content to the LMS
- experience of partnering with Operations Managers in the completion of learning and training needs analysis and the development of appropriate solutions.
Ability to engage with and influence individuals internally within service operations and also across other functions within GCI. Can effectively lead development programmes and is able to influence others in order to change priorities and gain commitment to those changes. Has personal credibility for “technical knowledge” and making things happen.
Business Relationship Management
Ability to build strong relationships with the service management team based on understanding of the business challenges and supporting training and development requirements.
Is able to consistently deliver value in specialist area and build stakeholder engagement across Operations. Works with the management team proactively and in partnership.
Planning & Organisation
Is structured and well organised. Has project management capability and develops effective development plans in order to meet requirements. Is able to prioritise and plan effectively. Provides effective reporting against agreed T&D KPI’s.
Is able to assimilate operational performance data and determine trends in order to prioritise issues and develop training and development plans which build capability and retain key talent.
Demonstrates a passion for learning and development and delivering results. Is results oriented setting high standards for self and others. Proactively looks for opportunities to make improvements to enhance personal & HR functional effectiveness. Takes real ownership for delivering learning and development and and driving employee engagement across service operations.
Adaptability & Flexibility
Is able to plan and gain support to changing priorities. Is able to maintain levels of commitment across the service operations management team through effective communication.
Act in accordance with GCIs corporate security standards.
- IS Security Policy
- HR Security Policy