The RCC Operations Manager will be responsible for the growing the Response Coordination Centre (RCC) for DSO Enterprise Solution function. This position will oversee daily shift operations, and this will include ensuring all incoming customer incidents, resolving escalated issues and ensuring the requirements of the business are met. This position will also be responsible for ensuring key team members are performing on shift and daily targets are met. We offer: We offer: Career Development Competitive Compensation and Benefits Pay Transparency Global Opportunities Learn More Here: https://www.dematic.com/en-gb/about/careers/ Tasks and Qualifications: Within the Enterprise Solution RCC environment this role is responsible for providing leadership and meticulous oversight of the incident management process, to include: Leadership & Oversight Manage peak operations including shift planning and attending war room meetings Develop team to provide Tier 2 and Tier 3 support to the incidents from within the Enterprise Solution RCC team Oversee work allocation across the team Manage the shift Rota and annual leave requests Ensure smooth operations during the incident management process. Manage, coach and develop all direct and indirect reports, creating a culture of continuous improvement and accountability Implement succession planning to identify future leaders within the team and provide development opportunities Conduct regular performance reviews and coaching sessions to maximise individual and team potential. Operational Excellence Initiatives Proactively identify risks or problems within the RCC operation and implement corrective actions to resolve them. Work with senior management to assess operational risks and develop strategies to prevent disruptions or delays. Resource Management Carefully monitor the RCC workload of the incident response team to ensure the smooth operation of the incident management process. Assist Technical shift Managers with ticket triage where necessary Co-ordination & Reporting Facilitate communication between stakeholders and provide regular updates on the status of incidents and manage expectations regarding resolution timelines. Handle escalations from within the RCC Manage performance of the team on a weekly basis and report back to the management team Strive for an improved quality of work and motivate staff by conducting regular team meetings. Train Shift Managers and ensure correct practice is followed. Decision Making & Problem Solving During incident response, facilitate decision making processes guiding the RCC Teams in identifying and implementing effective solutions to promptly resolve incidents Assist teams with the identification of root cause analysis and their underlying problems. Oversee required preventive and corrective actions to prevent a recurrence of similar incidents in the future. Ensure comprehensive documentation exists for incident details, response actions and outcomes recognising their importance for analysis, compliance and future improvement efforts. Conduct post incident reviews and apply the insights gained to enhance the effectiveness and efficiency of the incident management process. Analyse incident trends, identify areas for improvement and implement changes to prevent similar incidents from occurring in the future. Leadership and teamworking skills and the ability to make decisions in a speedy but logical fashion. Effective communication and presentation skills Demonstrable detailed experience working in a customer facing role Qualifications 5 Years' experience in a similar role. A knowledge of ITIL processes, and ideally ITIL certified.