Job Summary:
Responsible for leading and managing a team of consultants to ensure optimal and exceptional delivery and control. Their objective is to achieve or exceed customer expectations most cost-effectively, ensuring the delivery of co-value services and delivering solutions that provide mutual benefits and value.
General Accountabilities
- Manages customer satisfaction and retention of clients by improving team customer service.
- Manages the team’s achievement of customer SLA’s.
- Provides customers with expert advice/input.
- Effectively manages compliments and complaints.
- Communicate operational issues and relevant business information to the team.
- Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
- Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities/training needs & solutions.
- Motivation. Ensure staff well-being; facilitate effective teamwork and conflict handling.
- Facilitates implementation of change through support and implementation of change initiatives.
- Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
- Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyzing trends and issues and developing solutions).
- Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
- Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.
- Team risk management: Identifies challenges and risks (people and business).
- Liaises with stakeholders/ ole players outside own team to ensure alignment and to address and improve escalated operational issues.
- External: Liaises with customers to address operational issues.
- Internal: Ensures service line engagement and integration.
- Implements a governance framework internally and externally.
- Acts as a project resource for changes in the services supported.
Job Qualifications
- +2 years experience in IT environment.
- Experience as a Team Leader is an advantage.
- Bachelor's degree preferred.
- Experience with ITSM
Skills
- Excellent verbal and written communication skills.
- Fluent English language skills required: verbal and written communication.
- Self-motivated and disciplined.
- Strong stakeholder relationship management skills.
- Strong investigative and analysis skills.
- Strong technical and process design and implementation skills.
- Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
- Ability to work creatively and analytically in a problem-solving environment.
- Manages multiple priorities in a high-pressure environment.
- Strong interpersonal and communication skills: capable of training users in complex topics and making presentations to internal groups
- Ethical and Critical Thinking
- Ability to function well in a high-paced and, at times, stressful environment.
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Benefits
Healthcare, Dental, Life Insurance, Savings Fund, Christmas bonus, Grocery Bonus.
PTOs
Vacation and Appreciation Days
Save on commute
Paid office parking
Discount Programs
Medical related discounts
Prime location
In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.
Sponsored Events
Team social events, Holiday dinner
Sport Activity
Join your colleagues in various sports activities in the area
Eat & Drink
Enjoy a kitchen stocked with drinks, coffee, and snacks.
