Responsible for leading and managing a team of consultants to ensure optimal and exceptional delivery and control. Their objective is to achieve or exceed customer expectations most cost-effectively, ensuring the delivery of co-value services and delivering solutions that provide mutual benefits and value.
General Accountabilities
- Manages customer satisfaction and retention of clients by improving team customer service.
- Manages the team’s achievement of customer SLA’s.
- Provides customers with expert advice/input.
- Effectively manages compliments and complaints.
- Communicate operational issues and relevant business information to the team.
- Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
- Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities/training needs & solutions.
- Motivation. Ensure staff well-being; facilitate effective teamwork and conflict handling.
- Facilitates implementation of change through support and implementation of change initiatives.
- Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
- Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyzing trends and issues and developing solutions).
- Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
- Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures,
and standards.
- Team risk management: Identifies challenges and risks (people and business).
- Liaises with stakeholders/ ole players outside own team to ensure alignment and to address and improve escalated operational issues.
- External: Liaises with customers to address operational issues.
- Internal: Ensures service line engagement and integration.
- Implements a governance framework internally and externally.
- Acts as a project resource for changes in the services supported.
Job Qualifications
- +2 years experience in IT environment.
- Experience as a Team Leader is an advantage.
- Bachelor's degree preferred.
- Experience with ITSM
Skills
- Excellent verbal and written communication skills.
- Fluent English language skills required: verbal and written communication.