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Service Delivery Team Lead
2 months ago
Job Opportunity:
We are seeking a highly skilled and experienced Team Leader to join our Service Delivery Team at Millgate. As a key member of our team, you will be responsible for developing and leading our existing service desk team, ensuring the delivery of high-quality technical support to our clients.
About the Role:
- Develop and implement service strategies, KPIs, and performance metrics to enhance service quality and efficiency.
- Oversee the delivery of technical support, ensuring adherence to SLAs, quality standards, and client expectations.
- Lead and develop the service desk team, providing guidance and support to ensure they have the necessary skills and resources to deliver exceptional service.
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Coordinate and manage all relevant stakeholders, including the service desk team, clients, and other teams involved in service desk operations.
- Take ownership of escalated matters and work closely with other departments to drive timely and effective resolutions.
- Work with key partners and suppliers to ensure they are meeting contractual service level agreements, addressing and remedying service level and availability issues.
- Drive dedicated customer service metrics and work with the Service Sales Manager to nurture existing clients, renewals, and support in driving onboarding of new clients.
Requirements:
- Organisational, multi-tasking, and problem-solving skills.
- Drive and self-motivation to hit personal and team targets.
- Experience in a leadership or similar role within the IT industry.
- Passion for delivering best-in-class customer service.
- Experience of managing key B2B clients.
- Strong leadership skills with the ability to mentor and motivate teams towards service excellence.
- Excellent communication, presentation, and stakeholder management skills.
- Natural problem solver with the confidence to make decisions.
