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You will oversee and drive the performance of a dedicated team responsible for providing high-quality IT services. You will be the go-to person for ensuring the smooth operation of managed services while fostering a collaborative and innovative team culture.
This role requires a balance of technical expertise, leadership skills, and a customer-centric mindset to lead initiatives that optimize service delivery and exceed client expectations.
Key Responsibilities:
- Team Leadership: Manage, mentor, and inspire a team of IT professionals to achieve service excellence and meet performance metrics.
- Service Delivery: Ensure efficient, consistent, and high-quality delivery of managed services, aligning with client SLAs and expectations.
- Client Relationship Management: Act as a primary contact for escalations, building strong client relationships, and ensuring customer satisfaction.
- Process Optimization: Identify and implement process improvements to enhance team productivity and service efficiency.
- Monitoring & Reporting: Oversee real-time monitoring of client systems and produce regular performance reports with actionable insights.
- Incident Management: Lead incident resolution, ensuring timely response and minimal disruption to client operations.
- Strategic Input: Collaborate with senior management to align service delivery with organizational goals and contribute to strategic decision-making.
- Training & Development: Develop and deliver training programs to upskill the team and maintain high technical proficiency.
What We’re Looking For:
- Education & Experience:
- Bachelor's degree in IT, Computer Science, or a related field.
- 5+ years of experience in IT service management, with at least 2 years in a leadership role.
- Technical Expertise:
- Proficiency in ITIL principles and managed service frameworks.
- Strong knowledge of IT infrastructure, cloud services, and network management.
- Leadership Skills:
- Proven ability to manage and motivate diverse teams.
- Strong decision-making and problem-solving abilities under pressure.
- Communication:
- Excellent verbal and written communication skills to effectively engage clients and team members.
Skills
Job Details
Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Location:
Gender:
No Preference
Education:
Bachelors (Bachelors in Technology) only
Career Level:
Experienced Professional
Experience:
5 Years - 5 Years
Apply Before:
Dec 18, 2024
Posting Date:
Nov 18, 2024
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