Associate Project Manager

Shift Lead JD

• Excellent interpersonal communication skills, both verbal and written
• Strong leadership skills, extensive experience managing a team.
• Driving P1/MIM  to the closure.
• Creative problem-solving skills
• A drive to succeed, motivated.
• Experienced in delivering against challenging SLAs in a Technology Managed Service organisation, whilst also striving to achieve the highest level of customer service.
• Will be a key part of both Management Escalations and the Major Incident Management processes, performing a critical co-ordination role. Will work closely with our other technical teams, so the ability to converse in both technical and service management terminology confidently is critical.
• Work as part of the 24x7 Shift system.
• Answer calls & e-mails from our customers
• Act as a point of escalation for queries from engineer and as part of the Major Incident process.
• Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs.
• Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated. 
• Coach, develop and motivate colleagues, offering training sessions to address gaps in capability.
• A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline.
• Exceptional customer service & communication skills.
• Experience working with both internal teams.
• Oversee all team members and ensure all duties and tasks are being performed efficiently and effectively during each shift
• Manage time-off requests and unexpected no-show situations.