The role holder leads, motivates and develops a team to ensure delivery of incident management to agreed levels of service.
People Management. Manages, motivates and develops a small team of BAS employees, ensuring that the service levels constantly improve and contribute to growth in new business.
Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.
Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.
Planning & Control. Resource allocation / scheduling to meet the demands of delivering a service managing changing priorities and issues.
Uses strengths of team to achieve effective efficient delivery of service within SLA.
Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling BAS activity.
Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.
Key Performance Indicators
Coaching and mentoring undertaken
Feedback from team and managers actioned
All performance management processes followed
Evidence of development planning for the team
Regular team meetings held to cascade local, business and corporate updates
Builds relationships with other stakeholders
All service levels met
Recognize where risk exists and communicate that risk to the appropriate channels
Manage all resourcing issues to deliver continuously improving services
Exhibit leadership in terms of proactivity and always thinking customer first
Identifies reasons and weaknesses in process and / or shortcomings in technical capability
Encourages the use of best practice across the team, including documenting and sharing with others
Managerial skills record
Excellent command of English
Strong leadership skills and experience in the area of people development
Strong business awareness
Good communication & presentation skills
Positive drive and enthusiasm combined with focus on continuous improvement
Understanding of ITIL methodology will be an asset
Multi-lingual and international experience will be an asset