Resource Coordinator

**Requisition Number**:96347**

**JOB DESCRIPTION**

**Job Title**:
EMEA Resource Coordinator

**Reports to (direct)**:
Christine William

**Job Family**:
Services

**Reports to (matrix)**:
Sjoerd Hanssen

**Job **Function**:
Project Management Office

**Cost Centre**:
Service Design & Delivery

**Manages**:
0

**Geographic Scope**:
EMEA

**PURPOSE OF ROLE**

Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow.

The EMEA Services Delivery function delivers professional and managed services to Insight’s clients across a broad range of technology and software offerings, delivers a scaled and consistent client experience, and employs methodologies through the following centres of excellence;
- The Customer Operations team provides high quality customer support across assigned regions from multiple delivery centres.
- The Engineering team provides automated and scripted innovative migration and implementation activities in order to achieve maximum efficiency, consistency, and performance.
- The Licence Consulting team provides expertise in optimisation and compliance services to

clients on-premises or in the Cloud whilst maintaining cost efficiencies and savings.
- The Service Design & Delivery team, and each of its subfunctions, leads on designing client solutions in partnership with Insight’s clients before planning and executing end -to-end engagements.
- The Digital Innovation team explores and drives first-of-type innovations around technology

including Artificial Intelligence (AI), Big Data, Advanced Analytics, Internet of Things (IoT), Connected Sensors, and Robotics.
- The Technology Solutions Group, through technology and business practice leadership, takes

responsibility for the overall service strategy, and subsequent solution, and services development by a team of solution developers, product designers, and agile leaders. TSG also governs the repeatable processes, tools, and automation underpinning Insight’s service delivery.

Complementing each of the centres of excellence is the Service Delivery Management team, located in every country, which manages the client experience and ensures a truly client -centric approach across EMEA, and also the Services Operations & Transformation team which drives operational excellence and business improvements across all areas within the Services Delivery function.

The EMEA Resource Manager resides within the Service Design & Delivery area of the EMEA Services Delivery function and, specifically, within the Project Management Office.

The EMEA Resource Manager is responsible for centrally and proactively managing Insight’s services resources, allocating the appropriate resources to multiple projects across EMEA, and for ensuring the effective and efficient delivery of professional services. The EMEA Resource Manager understands, captures, and assesses the capabilities and availability of the delivery teams, and also effectively responds to and allocates resources in order to meet client requirements, maximising the engagement and usage of the service delivery teams.

**KEY DUTIES & RESPONSIBILITIES**
- Enable the delivery of best-in-class consultancy offerings and projects through the effective and precise management of Insight’s EMEA services shared resource requests.
- Support, manage, and build processes and workflows for the resource management of the EMEA services team.
- Align and assign required resources efficiently to projects utilising the centralised resource calendar.
- Establish and develop communication channels and relationships with Insight EMEA’sservices project management team, and the team managers of consultants and engineers.
- Build skills profiles for the teams and seek to understand and capture individual capabilities and availability in order to meet current and future resource demands.
- Identify internal resource limitations and manage the engagement of third-party resources to deliver against consultancy requests, define skills requirements and negotiate rates.
- Monitor resource utilisation, ensure the effective deployment of all resource across EMEA, and

also provide the best possible ROI on deployed resources.
- Proactively forecast, analyse, and report data to predict future capacity and demand, and also provide dashboard visibility of resource allocation across EMEA services.
- Provide accurate predictive analysis for resource prioritisation and optimisation, identifying potential future resource gaps.

This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.

**KEY RESULT INDICATORS & MEASURES OF SUCCESS**

**Key Result Indicator**

**Measure of success**

Client satisfaction and loyalty

Achieve client satisfaction at or beyond target rate

through