Service Management Team Manager

• Proactively managing team performance / production of deliverables, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls


• Assisting the Operations Managers in the planning and implementation of changes to the service, including increase and/or decrease in workload


• Monitoring the quality of the service and influencing continuous improvement, ensuring that positive actions are used to address any shortfalls in the service and/or demonstrate added value to the service


• Early identification and escalation of service/delivery issues


• Responsible for handling escalation and helping the team for escalation


• Tracking Operational issues and acting as 1st Level Functional Escalation


• Motivate team members to provide excellent client service


• Keep a constant track on the business demands


• Act as the SME for the process and team related issues


• Seeking for external upsell opportunities within his environment


• Ensuring the good use of all available processes, systems and tools in the delivery of the service by the team


• Ensuring that all HR, quality etc. processes are effectively executed


• Performing skill analysis and ensuring skill gaps are filled, managing skills matrix for the team


• Contributing to data delivery for headcount requirement in light of forecasted volume and service changes


• Effectively managing and developing staff


• Responsible for setting up the performance and quality targets, controlling achievements based on Quality team feedbacks


• Responsible for hiring, promoting, lays-off within boundaries of the remuneration schema and in the budget given


• Managing team budget for administrative costs

Essentials:

• Managerial skills, with Proven experience in managing the team


• Strong presentation skills to present and possibly persuade to achieve the desired outcome/results


• Excellent interpersonal and communication skills


• Strong presentation skills to present and possibly persuade to achieve the desired outcome/results


• Able to work with minimum supervision as well as perform under pressure and meet tight deadlines


• Strong team player with the ability to build relationships with both colleagues and external clients clients


• Excellent verbal and written English


• Good understanding of other Service Management processes


• Strong analytic skills to review present situations and make recommendations for the long term


• Flexible


• ITIL Foundation certification would be an advantage
  
  

Personal Qualities:

• Able to work with minimum of supervision as well as perform under pressure and meet tight deadlines


• Strong team player with the ability to build relationships with both colleagues and external clients


• Enthusiastic, confident with a “can do” attitude

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients- known, global brands, supported by 6000 professionals in 30 languages


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)


• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities