Service Delivery Team Leader

Job Description

The ideal candidate will be someone who wants to make their stamp on the department, who drives success in their team and is career driven.The successful candidate will have:

Proven capabilities to lead and engage a team

Passionate and enthusiastic

Delivery of world class Customer Service of paramount importance (skills they possess and instil in their team)

Experience in management of SLA’s, continual service improvement and process development

Technology experience a bonus but not essential

Team leader experience/capabilitiesGood leadership skills required.Ability to motivate and discipline.Ability to work autonomously within strict parameters and as part of a team with common goals.Strong problems solving ability.Practical, organised with a keen eye for detail.A pro-active attitude.Enthusiasm, initiative and a team player.Ability to build excellent relationships with colleagues and customers.Practical, Organised with a keen eye for detail.Ability to work autonomously within strict parameters or as part of a team with common goalsIndustry ExperienceProven Track Record to deliver great customer service. Ability to lead a team and deliver great results.Customer service/account management Experience in Telecoms preferred but not essential.To manage the day-to-day running of the Service DeskConstant vigilance reviewing all the daily work queues, ensuring that SLA’s for each work queue are met.Proactively planning the day, to ensure enough time is set aside for completion of all daily tasks. Redistributing work amongst the team as necessary.Responsibility for all Service Desk managed queues.Review Service desk processesProactively create and change existing processes, where applicable.Change processes within agreed timeframe’s where problems arise, to ensure continual improvement is maintained.Point of escalationAlways be available for an escalation and to manage the escalation through to completion. Ensuring the customer is always kept updated.To be available for escalation support for all team members should the case require assistance past which the Service Desk Analyst is able to advise.Ownership of customer complaints and feedbackEnsure all SLA’s are met, and documented processes are followed through to a satisfactory outcome for the customer.Full ownership of any service-related Major Service Outages (MSO)Following our Major Service Outage (MSO) process documentation. Contacting the relevant escalation support teams and suppliers.Notifying the company with any relevant clear updates using the MSO process.Ensuring the Service Desk Analysts are following the agreed process.Maintaining all Service Desk supplier portalsEnsuring the Service Desk maintain access to all supplier portals, creating new account for new starters.Produce key improvement changes within the Service DeskTo assist the Service Delivery Manager with identifying change within the department. To drive change and service improvements through to implementation.Provide team members with relevant trainingProvide training through supplier portals and knowledgebase documentation. Documenting current levels of staff training and progress through a training matrix.Adhoc project workFrom time to time the Service Delivery Manager will identify key projects that require completion. To agree project timelines, allocate resource and meet expected deadlines.Provide agreed KPI and statistic reportsTo complete all agreed daily statistic reviews and monthly reports. Using this as a mechanism for introducing change and continual improvement to the department. Required skills

Management

Service Delivery

Team Management

Delivering Exceptional Customer Service

Service Improvement

Keyskills :
Management Service Delivery Team Management Delivering Exceptional Customer Service Service Improvement