Team Leader - IT Service Desk

Location: IN - Bangalore 24/7 | Job-ID: 212402 | Contract type: Standard | Business Unit: Others

Life on the team

A Technical Contract Management Team Leader in FLS’s shared service organization with ServiceNow Asset Management is responsible for overseeing the management of contracts and ensuring the efficient use of assets within the ServiceNow platform. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills.

What you’ll do

• Daily active management through planning and distributing workload appropriately to ensure that business needs and deadlines are met
• Driving efficiency and managing performance within the team to increase productivity and reduce delivery costs
• Liaising with the team to provide appropriate support, coaching and drive the Winning Together values
• Producing and analysing management reports to allocate work and report on trends
• Providing clear, concise, and relevant communication with the team, stakeholders and senior management
• Being accountable for maintaining levels of cover for planned and unplanned absence
• Being accountable for the recruitment process and ensuring all the necessary support and training is available for a successful onboarding of new starters
• Understanding global operational requirements, shared best practices, and maintaining the highest level of performance of the team
• Building and maintaining relationships with other teams to ensure service delivery within SLA and contractual obligations
• Supporting new business during transition and Early Life Support, working alongside the GSC Change team
• Maintain knowledge ownership of specific customers, and ensuring the wider teams are also kept up to date with any customer changes
• Drive a Continual Service Improvement culture, where issues and suggestions can be raised openly
• Resolving customer escalations in a timely manner to avoid disruption and minimize business impact
• Acting in accordance with Computacenter HR and Information Security Policies and reporting any potential or actual security events or other security risks to the organization
• Responsible for applying matrix organization guidelines

What you’ll need

• Strong leadership and team management abilities
• Excellent proven customer service skills
• Confidence in building relationships with key stakeholders and senior management
• Ability to adapt quickly to new working conditions and deliver outcomes
• Excellent interpersonal, literacy, and numeracy skills
• Excellent administrative skills and ability to analyse data and produce reports
• Ability to coordinate, organize, and prioritize work activity for self and others
• Proficient in ServiceNow, Microsoft applications and other relevant tools
• Excellent analytical and problem-solving skills
• Ability to multi-task, work under pressure, and at pace
• Must possess organizational, time management, and motivational skills
• Must possess a strong work ethic, with proven people management skills, working across virtual team
• Good coaching skills in a busy environment

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.