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Manager - Central Tech Srvcs

Secunderabad, Telangana
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  • Banking & Finance
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Job Details

Job Purpose (Job Summary)Manage the overall operational activities of the Central Support Services team and Service desk, ensuring that the highest level of client service and support is maintained 24 hours a day 7 days a week.Managing the CSS team who are responsible for the execution of IT standard work.Responsibility of the 1st contact entry point team for Business partners into IT.Meet and aim to exceed agreed service levels, targets and key performance indicators.Involve, engage, motivate and lead the members of CSS by championing Continual Service Improvements (CSIs), drive consistency and ensuring service excellence.Actively contribute to build and achieve a high performance normDevelop team members for their next role in IT. Key Responsibilities / DutiesOperational ManagementManage the day to day operational activities of the team, ensuring response to client queries and requests are in-line with agreed deliverables.People LeadershipInspire, motivate and effectively lead team through the use of appropriate management strategies.People DevelopmentLook to recruit the next wave on technical talent and foster their development, preparing them for their next step in IT.Service DeliveryEffectively champion, ambassador and drive through quality service delivery by managing to agreed service levels, targets and KPIs, wherever possible striving to add value.Service ExcellenceKeep service levels, targets and KPI agreements live and organic to reflect business driven changes. Ensure Service Delivery is regularly reviewed with identified stake-holders and that CSI opportunities are formally captured.Relationship ManagementImprove, develop and manage the relationships held with clients and internal departments, ensuring all touch-points perceive the team to be the benchmark for Excellence.Continual Service ImprovementsChampion change, overcome obstacles, partner to solve and implement long-term corrective actions and solutions; define, develop and promote the CSI framework across our group and beyond; measure affect and promote success.StrategyMake effective contributions to our workplace, service delivery, keeping abreast of current developments and trends in IT through networking, continuing education and industry/technology publications.Problem ManagementLeverage to eliminate, prevent and ultimately improve client experience.Problem OwnershipWhere necessary assume initial ownership of issues affecting our normal service delivery, regardless of time and location; support and aid Major Incident Management process.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-8


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