Team Lead

Responsibilities:

. Reporting to Regional SDM

. Maintain high performing service support functions including to the Customer office/retail operation

. Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

. As a key person of the escalation process within the assigned market, the Market Team Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

. Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed

. Developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

. Be accountable for the quality of Service and performance ensuring future demand from growth and projects is understood and factored into capacity plans

. Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

. Provide regular and accurate management reporting on IT Service performance

Requirements:

. Able to communication in English, for speak/listen/read/write

. Able to demonstrate the ability to undertake the above responsibilities

. Good knowledge of ITIL disciplines

. Willingness to support and mentor junior staff

. Able to manage sensitive and sometimes confidential information

. Self-motivation and able to take responsibility

. Able to manage and prioritize and tasks and time efficiently

. Able to demonstrate initiative and a proactive approach to daily tasks.