- Set out and follow up on objectives with the team members on service delivery as well as on their development, as part of the performance management process.
- Develop an overall learning plan aligned with the needs of the customer and the business in cooperation with the functional leads.
- Ensure regular catchups and meetings to keep a finger on the pulse and support and promote a collaborative and cohesive team spirit that helps in retaining our talent while also achieving all objectives.
- Have an eye for and reward hard work and smart work.
- Ensure proper timesheet management and monitor for efficient usage of time.
- Participate in recruitment.
Ensure a smooth delivery of operational activities:
- Manage holiday planning and capacity, ensuring there are no gaps in service, including arranging out-of-hours cover where required.
- Develop a framework to ensure all operational activities of the team are conducted as needed.
- Discover and work towards removing blockers that are preventing the team from performing optimally.
- Promote knowledge sharing and documentation.
- Participate in service introductions, ensuring all aspects are taken into consideration.
- Review customer satisfaction feedback and address any concerns.
Monitor and improve operational effectiveness:
- Review SLA reports and, where needed, develop improvement plans which you then implement with the relevant people.
- Develop new operational processes or improvements to existing ones, to enhance the service.
- Promote proactive issue detection through operational processes and/or monitoring.
- Promote automating aspects of the service where possible.
Liaise with all stakeholders such as the customer success managers, in-client architects, customer service engineers, and various ITIL function representatives, to ensure a consistent internal view of the customer environments and highlight any issues or opportunities.
Support incident management, request fulfillment, and change management:
- Contribute to solving complex and high-profile issues through troubleshooting advice. You can examine workarounds, suggest new angles for investigation, advise on the creation of action plans, and deal with escalations appropriately.
- Assist in the review of complex changes, making sure all details and impacts, including non-technical ones, are accounted for to minimize risks.
- Take a flexible approach towards supporting team members working in shifts.
- Present information clearly and professionally to stakeholders. Specifically, you convey a capable and committed image to the customer.
Skills
At least 5+ years of experience managing local and global teams and 12+ years overall experience.
- You have matured your leadership and management skills through proven experiences in IT Operations, delivering services to multiple clients in a global service provider.
- Possess excellent people skills, allowing you to deal with demanding situations and establish an attractive working environment for the team to prosper.
- Exhibit effective communication skills (written and verbal) that allow you to articulate issues and their analyses, solutions, etc. in a clear way to colleagues and customers alike.
- Graduate or Post Graduation degree.
- MBA or other degree or professional qualification, or equivalent experience.
- A good understanding of at least two of the technological focus areas of the teams, as well as having prior hands-on experience.
- Show extensive knowledge of IT Service Management and a deep understanding of the ITIL standards and best practices.
- Flexible when emergencies occur
