Itam Delivery Tech Lead
hace 6 meses
Job Function: Software & Cloud Services Why SoftwareONE?:
Here at SoftwareONE, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box and we can’t wait to hear your new ideas., and although all businesses say it, we truly believe in work - life harmony. Our people are our greatest asset, and we’ll go the extra mile to ensure you’re happy here.
We want our people to be their true authentic selves at all times, because that’s when real creativity happens
L-LL1
The role:
Team leads are aligned with local and global vision and strategy and are accountable for the end to end quality of service delivered by the team. The ITAM team lead oversees project deliverables and supervise the day-to-day operational activities and ensures the even distributing the workload across the team. They provide operational direction to the team and assist in the coordination, implementation and communication of local and global delivery initiatives/changes. They assist in the identification of service/process, continuous improvement initiatives and provide the required operational reports that measures operational support metrics. They supports the team in resolving operational issues and
escalations.
**Daily Responsibilities**
- Coordinate and monitor the execution of all daily operational activities of services & teams.
- Ensuring 100% process adherence and delivery within the defined SLA/SOW.
- Provide feedback monthly on Continuous Improvement Initiatives based on Engagement reviews
- Proactively analyzing th quality and ensuring services/tasks are delivered at the required level of quality.
- Performance review and goal setting of each member for each quarter.
- Create customized reports and analyze the performance of individual team members on customer engagements to manage team performance monthly.
- Create & Analyze Service Performance reports & ensure communication of progress/status to the manager.
- Performing other duties s assigned by direct management.
- Support defining, documenting, coordinating, and rolling out new services/tasks to team members.
- Planning and execution of individual team members trainings requirements based on the skill matrix to ensure relevant skill set is maintained within the team.
- Active management of team members utilization & efficiency ensuring balanced service engagement across the team.
- Effectively manage the teams Leave Utilization with no impact on service delivery.
- Support in recruitment of qualified skill requirements within the team.
What we need to see from you:
**Minimum Requirements**:
- Strong problem-solving and consultative skills.
- Strong Project Management experience.
- Good People Management skills with the ability to delegate work & motivate team members.
- Strong facilitator that can deal with conflicts and conflict resolution.
3- 4+ years of experience in the following areas:
- Understanding of structure, delivery requirements and services provided within is practice domain of expertise.
- Internal management course.
- professional experience in leading teams.
**Ability to**:
- Confident individual that’s highly motivated and results-oriented.
- Well-organized individual who can easily multitask and manage own and team’s time.
- Quality-orientated personality.
- Analytical & Logical skills.
- Good Communication and collaboration Skills (internally & externally).
- Methodical Approach.
- Good presentation skills and being able to work effectively with anyone with different skillsets.
- Self-driven independent work ethics that drives internal and external accountability.
**Benefits at SWO**:
- Employee Recognitions Programs
- A variety of training and development opportunities
- A work-life balance
- Vacations
- Employee Referral Bonus Program
- Multicultural team’s interaction
- Giving back to society
- employee initiatives
- ONE TREE PLANTED -> one tree for each hiring globally
- Corporate events/ team buildings
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