Information Technology Operations Team Lead
The Practice Lead for Service Operations will lead and manage the team, ensuring service continuity, SLA compliance, and high customer satisfaction. Responsible for driving efficiency, managing chargeable services, and overseeing vendor compliance programs to mitigate business risks.
Key Responsibilities
Service Operations
* Lead and direct the Service Operations team, aligning objectives with business goals.
* Manage chargeable services and ensure vendor compliance for hardware support.
* Improve processes and systems for efficiency and quality.
* Oversee workload management, forecasting, and KPI reporting.
* Collaborate with stakeholders and customers to resolve issues effectively.
Management Responsibilities
* Conduct regular 1:1s, performance monitoring, and staff development.
* Recruit, mentor, and retain talent, fostering a positive workplace.
* Drive operational standards through best practices and company processes.
Qualifications & Skills
* Strong leadership and administration skills.
* Experience in IT vendor warranty programs and commercial awareness.
* Proficiency in data analysis and Microsoft Office.
* Excellent problem-solving, multitasking, and communication skills.
* Proactive and self-motivated with industry knowledge.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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