Find out about the companies in our group
"The best things about the role are the impact I can have on the provision of a service that really delights our customers and the number of different areas of the business I get to work with."
I’m an Operations Manager, working in the South East region of RM Education’s Managed Service Business. I have been with RM for almost 6 years now, starting my career as a Junior Engineer, having joined the company through the TUPE process, when RM took over the provision of IT Support to the School I worked in.
During my time with RM I have progressed quickly with 3 promotions, and have been lucky enough to work in a number of roles such as Senior Engineer, Lead Consultant (installing our customer’s CC4 Networks) and now Operations Manager in London. These experiences were really helpful in building my skills and understanding of the Managed Service business at all levels and this helps me to effectively support my team and customers. The Business and each of my managers have fully supported my professional development and progression throughout my time with RM, I don’t believe I would have been able to progress so quickly without this support.
The role of Managed Service Operations Manager at RM is diverse, with each day being different. One day I can be supporting a school with a major IT issue, overseeing the resolution by Engineers and Support Consultants. The next, I could working on company wide improvement projects with peers from around the business to ensure we continue to provide excellent support to our customers and ensure we remain their trusted IT partner.
The best things about the role are the impact I can have on the provision of a service that really delights our customers and the number of different areas of the business I get to work with, from HR to our technical experts in the Connectivity or National Service Delivery teams as well as Key Account Management teams in Sales. It’s great that although I am working remotely I still feel part of a team of dedicated, talented people throughout the business. I get a great amount of support from key business areas, whether it’s HR assisting me with supporting my Engineers and advising on policy or our Sales and Key Account Management teams helping me deliver new products and services on time and to spec for my customers.
Taking over support of a new Managed Service School was one of the more memorable pieces of work I have been involved in. Shortly into service they began having Email issues and looked to us to resolve the issue as quickly as possible. I co-ordinated activities with one of our remotely based engineers in India and local teams here in the UK to work on the issue. The teams quickly diagnosed the issue, advised what needed to be purchased and then installed the device the following day. The school were delighted with the service they received from RM and as a result decided to use us to refresh their server estate shortly afterwards, I was then involved in delivering this project for them. Again they were delighted with the service and have as a result become a real advocate for RM, promoting the use of our services to other local schools. This is just one example of the difference that we can make to the successful running of the school and being a part of this gives me a real feeling of satisfaction.
One of the main reasons I stay with RM Education is I genuinely believe in the work we do for our customers and I see the same passion to get things right and to make sure ‘it just works’ in my colleagues too. Working for RM Education, I feel that we have a real hand in helping teachers deliver exciting, engaging lessons using technology and improve the life chances of the students they teach. This is in addition to all of the background work we do, that they may not see, to ensure availability of their systems. Ultimately this is the reason that Schools trust us as their IT partner.