The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.
Roles & Responsibilities:
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- Provide regularfeedbackbased on the periodic performance review.
- Motivateteam through timely rewards &recognition.
- Mentor and coach team and staff.
- Ensure staff compliance with company policies and measures.
- Knowledge on Service management concepts - namely Tools and technique.
- Ability to maintain high confidentiality with sensitive information and data and display integrity.
- Experience in effectively interacting with employees or leadership team from internal or client organization.
- Proactively manages risk and maintains properdocumentation.
- Ability to adapt quickly to changing priorities and conditions
- Should be able to lead from front with no/minimum guidance
Whatyou willbring to the team:
- Experience - Minimum12years with minimum5yearsyearsin an Ops. Manager role.
- Education - Preferably PG / minimum Graduation in any discipline.
- Certification - ITIL & Six Sigma Certified
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
- The ability to manage time effectively while setting the tone of the team throughmodelingand leadership.
- Proven abilities to work with data,analyzeand draw inferences from the data available
- Ability to articulate effectively while reporting, creating minutes and action plans
