Team Lead, IT Client Services（社内ITサポートリーダー）

Reports to (role): Director, IT Client Services

Main purpose:
Primary objectives of the IT Operation Team are to keep any end user IT related down-time to a minimum and to evolve services to meet business needs within the market.
Your role includes ensuring the country IT team is organised and highly motivated to meet the business needs and maintain to the agreed IT support service levels.

Roles &Responsibilities

Issues Management and Resolution

• Serve as an escalation point for IT and business issues
• Monitor and evaluate the quality of work produced by the team to ensure it meets or exceeds standards
• Ensure that the team adheres to all operational procedures and policies,and meets service level agreements (SLAs)
• Oversee the day-to-day operations local Onsite unit, ensuring efficient andeffective delivery of services

Customer Advocacy and Service

• Drive the delivery of IT services
• Develop and maintain close relationships with business contacts
• Effectively manage customer expectations
• Gather regular feedback from agency stakeholders

Resource and Performance Management

• Schedule support coverage for locations
• Provide regular and productive feedback to team members
• Write performance evaluations and conduct reviews
• Prepare regular analysis of key metrics to track team performance

Communication

• Ensure team is contributing to collaboration channels to share information with team members and larger field service team
• Ensure team is aware of policies and processes such as incident management and issue escalations
• Training small and large groups of people on new IT solutions
• Facilitate strong communication and collaboration between the nearshore unit and on-the-ground operational leads

Project Management

• Ensure team project deliverables are on time and within the established budget
• Identify issues and raise concerns to the Project Management Office
• Attend project meetings as necessary
• Allocate resources to ongoing and limited duration projects

Key relationships(internal &/or external):

• Senior Brand Management (e.g. CEO, CFO, FD, GM, MD) and other key stake holders
• Functional & country peers within the IT Resources Team

Experience & Knowledge

• Strong experience in management of operational IT teams (5+ years)
• Strong experience in delivery of customer service in the IT context
• Good knowledge of project management life-cycle
• Strong experience in multiple stakeholders engagement

Qualifications & Skills

• Strong leadership skills and experience in managing diverse teams
• Excellent communication and interpersonal skills
• Solid understanding of ITSM frameworks and experience with IT support processes

Attributes/behaviours

• Comfortable with change
• Strong Functional Management skills across multiple users
• Well organised and able to propagate this into the IT teams
• Able to create a visible team spirit
• Strong attention to detail
• Excellent communication skills – particularly oral communication
• Effective presentation skills
• Proactive & resilient
• Ability to provide career mentorship