Roles at this level will plan and organise their own work, have substantial personal responsibility and autonomy, work under general direction and have a framework of accountability. Ensure Department meets SLA performance targets
Maintain improve Customer satisfaction levels
Understand and adhere to policies and procedures
Responsible maintaining budget/cost lines
Responsible for management of resourcing requirements
Ensure, Maintain improve the Continuous Improvement mentality and level in the team
What you ll need
Produces and analyses management reports to allocate work and report on trends.
Resolves customer escalation in a timely manner to avoid disruption and minimise business impact.
Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
Provides clear, concise and relevant communication to ensure clarity of objectives and outputs required.
Controls relevant costs lines in order to meet budgetary requirements.
Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
Ensure team members are adequately trained, encourage development of skills, ensure backup structure is in place.
Conduct performance reviews and 121 meetings in line with CC policies. Regular coaching, mentoring and timely feedback to team members in a professional way
Responsible for management of resourcing requirements (attrition and retention)
Governance of knowledge availability and quality of service
Act as a role model for their direct reports
Ensure the workload of incoming customer queries is distributed equally in the team and the workflows and queues are managed properly (via floorwalking, remote management, etc)
Experience Education:
5 to 7 years of experience.
Bachelor s degree in information security, Computer Science, or bachelor s degree in a relevant field or equivalent work experience.
Skills:
Advanced knowledge of Microsoft Applications
Coordinates, organises and prioritises work activity for self and others
Excellent proven customer service skills
Excellent administrative skills and ability to analyse data and produce reports
Excellent Interpersonal, literacy and numeracy skills
Confidence building relationships with key stakeholder and senior management
Team player with collaborative and supportive style
Business focused oral and written communication skills
Good (working) knowledge of relevant business systems eg SAP (new systems/ acceptance and promotion)
Excellent coaching and communication skills with a proactive approach to solutions
Raise and support improvements ideas (both on resource/environment/systems)
Ability to do the job independently
Ability to prioritize and work on tight timelines
Ability to support operations manager in managing the account
Ability to act as the deputy of the Operations Manager whenever required both internally and externally
