Manages the delivery of large, complex technology projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Proactively support sales through innovative solutions and delivery excellence.
A CL 9 Team Lead ensures end-to-end governance and management of all in-scope ITSM processes, especially Incident, Change, and Service Level Management. This involves implementation and continuous improvement of standardized methods and processes which the Service Manager shall also drive across all capabilities, including client resolver groups and other stake holders, and the account management teams. The Team Lead is expected to consistently drive the identification of opportunities for continuous improvements.
Deliver on special monitoring or evaluation requests from SD Management.
Owns and manages the processes for both IM and ChM, including continuous improvement
Create a mode of operations to be adhered to by the team members in order to maintain good routine and orderliness
Develop the teams performance measurement to promote high quality performance delivery to the clients
Escalate all process-breakdown-related cases causing either incidents or SLA breaches Training, coaching and mentoring of his/her team members to ensure excellent client experience
Investigate any escalations raised by the client, user or SD Management.
Conduct regular review, revision, and re-approval of all applicable process documents Regularly review and implement related process IM, PM, ChM updates
Own, manage, and provide regular communication of updates on Escalation Matrices for all accounts
Take the lead to ensure smooth transition of new projects for both IM and ChM processes
Regularly drive continuous improvement on both processes and the teams tools
Plan and manage the teams staffing, onboarding and development
Manages Critical Incidents for both user and operational incidents Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team Own and drive the resolution of the critical incidents
Technical elevation of issues when needed
Setup and lead the Technical Conference Bridges when needed
Management escalation when needed
Communicate updates to all the support team/s, the account management team
Facilitate problem-solving (RCA) sessions with Leads
Here's what you need:
At least 4-5 years team lead experien
Has good interpersonal and people skills
Can think out of the box
Knowledge in MS Office
Must have skills:
Advanced Service Desk Resolution Management
Infrastructure Service Management
Infrastructure Incident Management
Cebu, Mandaluyong City, Muntinlupa, Quezon, Taguig
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