Team Manager

Key Responsibilities :

. Planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement.

. Development of enterprise standards and technology architecture and the IT operations / Service Desk / Helpdesk / IT governance process.

. Conduct product and vendor evaluations ensuring best in class technologies and partners. Works closely with and manages strategic vendor partner relationships.

. Setup and run the governance with all stakeholders.

. Assures compliance with organization's ISMS related policies, strategies, and processes.

. Leadership for delivery of 24/7 service operations and KPI compliance.

. Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation management and communication.

. Principle contact for operational issues representing delivery of all services (all functions) to the customer

. Manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.

. Identifies cross functional unit optimization opportunities and drives improvement effort.

. Responsible for the continuous development of teams: improving the performance of their underachievers or taking the appropriate corrective action.

. Responsible for managing shifts, holidays and backups.

. Responsible for ensuring knowledge management is captured, documented and leveraged for improved performance.

Qualifications:

• University Degree or equivalent combination of education and experience.
• 6 - 12 years relevant business experience.ITIL/ITSM experience.
• Ability to build & manage strong customer relationships at the executive level.
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
• Coaches & mentors team.
• Excellent communication skills: verbal, written & presentation.
• Ability to lead and coordinate large teams.
• People Management ability.