**_Puebla_**_, _**_Mexico_**_ _**
**Job Summary**:
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.
- Self-motivated and disciplined.
- Strong stakeholder relationship management skills.
- Strong investigative and analysis skills.
- Strong technical and process design and implementation skills.
- Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
- Ability to work creatively and analytically in a problem-solving environment.
- Manages multiple priorities in a high-pressure environment.
- Strong interpersonal and communication skills: capable of training users in complex topics and making presentations to internal groups
- Ethical and Critical Thinking
- Ability to function well in a high-paced and, at times, stressful environment.

**Benefits**:
Healthcare, Dental, Life Insurance, Savings Fund, Christmas bonus, Grocery Bonus.
**PTOs**:
Vacation and Appreciation Days
**Save on commute**:
Paid office parking
**Discount Programs**:
Medical related discounts
**Prime location**:
In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.
**Sponsored Events**:
Team social events, Holiday dinner
**Sport Activity**:
Join your colleagues in various sports activities in the area
**Eat & Drink**:
Enjoy a kitchen stocked with drinks, coffee, and snacks.

📌 Technical Lead (Heroica Puebla de Zaragoza)
🏢 Exactlyit
📍 Heroica Puebla de Zaragoza