Team Leader

 Location: UK - Edinburgh, UK - London | Job-ID: 203213 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

Life on the team

Our Service Delivery Leadership team is responsible for the end-to-end delivery of all service outcomes to customers, ensuring delivery to quality & cost. We are also accountable for the day-to-day operational management of the contract, whilst improving service quality and SLA measures. By having early visibility of any issues or potential problems, we also manage the overall performance of the contract. Additionally, we ensure Service Management and Sales have easier and clearer engagement into Group Managed Services.

Our customer is one of Europe’s leading telecommunications and media providers and we’re looking for someone to work onsite at their offices in Livingston or Osterley (depending on your location). 

Though the role will mainly be based onsite, there will be some opportunity for homeworking where possible.

What you’ll be doing

• Daily/weekly review with team to ensure workload is equally balanced and that SLA’s are being met for the following core processes (using dashboards)
• Review new starter numbers and equipment assignment
• Ensure workload is being managed by the team reviewing Dashboards and setting targets to the Engineers/schedulers/Stores 
• Ensure escalations are actioned and responded to and RCA provided
• Ensure all current process is up to date and being followed by Team (Monthly review of each process)
• Identify improvements in processes
• Highlight risk and opportunities into Risk tracker
• Review process change and provide acceptance
• Ensure all requests and incident are following process from Customer to ensure these are logged
• Review Trends with DL and plan for future growth
• Stock Management – review with engineers, identify area for improvements, highlight concerns
• Build Management – review process and workload with engineers and report/feedback to customer with insights/challenges
• Team Management
• Reporting – producing frequent reports, review and feedback to stakeholders via regular meetings
• A full job description is available on request.

What you’ll bring

• Experience of ticket allocation, ticket management and reporting in ServiceNow
• A background in or an understanding of IT technical support/engineering
• Team leadership and team working skills
• Able to define and manage processes
• Able to build close relationships with stakeholders
• Good interpersonal skills, excellent organisational and administrative skills
• Ability to prioritise workloads and delegate effectively
• Good understanding of the IT industry's best business practices and procedures 
• Able to effectively multi-task.

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, enabling people and their business.