Roc Technologies

Operations

• Oversee the planning, coordination, and execution of field service activities
• Manage day-to-day field operations and optimise service processes
• Coordinate and manage the partner network
• Drive continuous improvement across service workflows
• Ensure service commitments are met and SLAs are achieved
• Provide operational reporting and insights to senior stakeholders
• Support onboarding, coaching, and performance management of field engineers
• Monitor and manage partner and customer performance to ensure service levels are met
• Demonstrate ownership of contracts and manage commercial considerations within service delivery

Service Operations Lead

Manager

• Build and maintain strong, senior-level customer relationships.
• Own the end-to-end success of strategic and business-critical customers.
• Ensure services meet contractual commitments, SLAs, and customer expectations.
• Lead and manage onsite service teams.
• Drive customer satisfaction, retention, and advocacy.
• Identify service risks, issues, improvement opportunities, and growth potential.
• Manage customer escalations to timely resolution.
• Report on service performance, customer health, KPIs, and SLAs.
• Collaborate cross-functionally to deliver continual service improvement.
• Contribute to account strategy, communications, and business development.
• Champion a “Our Customer, One Roc” culture and coaching mindset.

Principal Service Delivery Manager

Engineer

• Act as the single point of contact for IT Incidents, Requests, and Events
• Log, classify, prioritise, and manage tickets in line with SLAs
• Provide first-line technical support via telephone and remote tools
• Troubleshoot and resolve hardware, software, application, and network issues
• Maintain regular communication with customers throughout the ticket lifecycle
• Monitor alerts from proactive monitoring systems and manage events accordingly
• Escalate incidents to resolver groups or third parties where required
• Liaise with vendors and suppliers, acting as a central communication point
• Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
• Maintain and update the knowledge base and internal documentation
• Administer IT systems, including user account creation and updates
• Ensure accurate and timely ticket updates within the Service Management platform
• Participate in out-of-hours support, on-call, or overtime when required

1st Line Engineer

Project Manager

• Support the PMO in driving effective project delivery, compliance, and resource optimisation across portfolios.
• Set up and maintain project documentation to meet governance and audit requirements.
• Ensure accurate project data is created and maintained within the ServiceNow PPM tool.
• Support the development and maintenance of project plans and financials within ServiceNow PPM.
• Track and report on time compliance.
• Prepare clear, accurate KPI and performance reports for the PMO and senior management.
• Recommend and implement improvements to PMO reporting and control processes.
• Coordinate and deliver small‑scale projects in line with governance, time, and quality standards.
• Provide updates on resource utilisation and project progress during governance meetings.
• Coordinate and schedule project resources to ensure adherence to PMO governance and optimal utilisation.
• Monitor resource capacity and proactively address potential conflicts or risks.
• Deputise for the PMO Lead when required.
• Support the PMO Lead in meetings, capturing actions, and driving follow‑up responses.

PMO Support – Project Coordinator

Consultant

• Act as the final escalation point for complex technical incidents, problems, and change requests, driving issues through to resolution.
• Lead proactive service management activities, identifying trends, resolving recurring issues, and improving service health, performance, and capacity.
• Support the design, onboarding, and transition of Managed Service solutions, ensuring smooth handover from project delivery into BAU.
• Collaborate with Account Managers, Sales teams, and customer stakeholders to define technical solutions, transition plans, and service enhancements.
• Build strong relationships with customer technical teams while maintaining accurate documentation, diagrams, and operational processes.

Service Operations Lead

Principal Service Delivery Manager

1st Line Engineer

PMO Support – Project Coordinator

SDE Consultant