Teamleader - IT Services Operations

You will be based in Milton Keynes but with travel required to other customer locations in the UK when needed. The successful candidate will have a track record of leading IT services teams, achieving KPIs and SLAs and managing service improvements resulting in a first class customer experience.

What you’ll do

• Lead and manage a team of engineers to deliver the required contractually compliant service to a customer(s)

• Lead daily huddles

• Engage with CC service managers and customer stakeholders to ensure service is running smoothly

• Use reporting to understand data and performance indicators to drive service improvement

• Use data and key relationships to forecast future resource requirements

• Work with TRG to ensure resource and skill levels are fit for purpose

• Work with swap and logistics teams to understand and help address stock , build or partner delivery issues

• Identify, record and manage issues to improve processes and service

• Manage escalations and engage appropriate teams through to successful resolution

• Manage formal complaints and dissatisfied users

• Suggest and support new processes, changes to process and improvements to service and/or user experience

• Ability to Lead and manage a team to drive exceptional performance

• Ability to work as part of an international team

• Organisational skills with the ability to prioritize

• Good understanding of IT services delivered to end users.

• Good customer service and stakeholder management skills

• Good understanding of our MOS processes and tools (training given)

• Good knowledge of Windows and Office tools

• ITIL knowledge/accreditation