Operations and IoT System Support Manager
Company Overview: We are the market-leading design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end to end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.
Job Summary: Central to our ambitions to strengthen and grow our market position, we have an exciting opening for a dynamic Operations and IoT System Support Manager to accelerate the scale up of our IoT enabled remote monitoring services.
This role reports directly to the Head of IoT and will include future opportunities for direct reports. As a pioneer in our organisation, your primary focus will be to establish the support capability for our digital platforms, which enable the delivery of our groundbreaking remote monitoring services for the UK Commercial Kitchen market. You will be responsible for developing, implementing, and continuously improving the support services, ranging from pre and post installation to the operation of our IoT enabled digital platform.
Your accountabilities will include establishing, managing and coordinating system support and operation, along with associated services in partnership with both 3rd party service providers and internal IT teams. Our network of UK-based operating companies will leverage our digital platforms and applications to deliver a range of remote monitoring services to our end-user customers.
Details: Competitive Salary,Full-Time, Permanent, Flexible hybrid working.
Key Responsibilities:
- Partnering with the IoT Engineering and procurement teams to source and select suppliers for specified Edge gateways, sensors and other ancillary devices, managing procurement and provisioning.
- Establishing and managing installation and commissioning processes for devices and gateways including training field service engineers, providing pre-sales technical support, and offering technical support for installation and commissioning to Group operating companies’ service support teams.
- Providing post-sales technical support, working with customers, platform developers and managed service providers to define the service model and SLAs and liaise with suppliers to troubleshoot and resolve platform and application issues. Alongside partnering with Group operating companies to triage and resolve alarms generated by the remote monitoring system on customer HVAC and commercial kitchen appliances.
- Design, develop, and deliver operational processes for new software releases to the production platform, and the system monitoring capability for the IoT platform to ensure service continuity and system performance.
- Define and deliver against support levels that exceed internal and external customer expectations. Ensure the service and operational teams are trained to provide best-in-class Customer Support. Continuously measure and assess the efficiency and efficacy of people, processes, and systems. Establish key KPIs that accurately measure the Customer Experience.
Requirements:
- Bachelor’s degree or equivalent in an IT / Technical Engineering discipline
- Excellent communication skills, fluent written and spoken English
- Strong customer service ethic and the ability to prioritise based on business objectives and impact.
- Team player with a demonstrated ability to liaise and collaborate across the organisation while building consensus.
- Proactive, self-motivated, and able to overcome obstacles.
- Demonstrable track record of establishing and scaling support services
- Proficient skills in MS Office
The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.
We believe in nurturing the growth of our employees. As part of our team, you will have the opportunity to work on cutting-edge IoT projects, and your role will evolve as our business grows. We provide a clear succession path and offer mentorship and training to help you reach your career goals
“The work that Airedale undertook from planning to completion was professional throughout. We are extremely pleased with the finished kitchen and the work that was completed. Their Account Manager advised, planned and updated us throughout and we found the process ‘stress free’. The catering team at Sandycroft are delighted with their new kitchen and really pleased that they were able to have input into the design and needs of their service provision. We have already engaged with Airedale for future planned projects following this investment and look forward to continuing our partnership.”
Newydd Catering & Cleaning
“We found Airedale to be wholly professional and willing to engage with us from the onset, listening to our own concerns and addressing these in a timely manner. We are very pleased with the overall project.”
Local Council
“We were hugely impressed with the professional presentation made by Airedale, their project sales manager had clearly done his research prior to our initial meeting and had a number of detailed, thoughtful solutions to our particular challenges. All of their staff were conscientious and the complex project was delivered within the strict timescale and budget allocated.”
Parker's Garden Centre
“Airedale have a great can-do attitude, are willing to help and have a great understanding of their trade and working on Heritage sites, meaning that that they are good and prompt at problem solving.”
Main Contractor
“The team at Airedale provided a reassuring sense of professionalism within our development. Their holistic considered approach meant that aspects that would not necessarily fall within their remit were identified and where required resolved prior to any issue or delay arising. Their willingness to share their experience and knowledge allowed the project to be delivered to the standard which exceeded our expectation.”
Langdale Estate and Spa
“Since the restaurant has opened there has been an increase in the staff footfall, with the well designed layout coupled with the use of the latest technology keeping queues down to a minimum. The whole installation despite its complexity was relatively pain free with the communication between Airedale’s Project Manager and ourselves being a key factor.”
Advanced Engineering Centre
“Our new catering facilities are second to none. As a primary provider of professional chef qualifications within the South West it was imperative to have a design which enabled excellent quality teaching and training. As a catering team we are extremely pleased with the final results; with the excellent support of Airedale it has enabled us to ensure first rate delivery of teaching in a first rate environment and will no doubt continue to aspire future chefs in future years.”
Petroc College, Barnstaple
“The Airedale Group were appointed because of their depth of knowledge and experience in delivering similar schemes. Their staff were very professional and on-hand to answer any queries we had whilst our Chef’s have commented that it is one of the best designed kitchens they have worked in.”
Acklam Hall
“We were continually impressed with Airedale’s performance on this scheme. They assisted us with value engineering options throughout the tender process; were very competitive commercially and managed the on-site works seamlessly. Further, following practical completion they have attended to the operator’s queries very quickly and held themselves professionally whilst working in a live hotel environment. ”
Main Contractor
