▪ Ensure the delivery of cost effective and quality services
▪ Maintain regular open communication with assigned customers and engineers
▪ Review and report on the performance of the team, identifying resource requirements where appropriate
▪ Communicate relevant information to the team
▪ Identify and act on opportunities to improve existing processes and work methods
▪ Liaise with customers, providing expert technical guidance and advice
▪ Ensure statistical data is maintained and reported to management, field staff and customer as required
▪ Undertake more complex tasks within the team and provide expert support/advice to others
▪ Ensure that all out of line operational issues are escalated in accordance with company rules and guidelines
▪ Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures
▪ Able to gain an understanding of a client's business problem
▪ Prepare plans, procedures and implementation for delivery team
▪ Manage, monitor progress and take corrective actions to deliver services to customer within budget
▪ Manage and lead a diverse team in an ongoing basis
▪ Manage, maintain and achieve required KPIs and SLAs
▪ Produce operational reports for Management and customer
▪ Know, understand and apply corporate standards (methods, tools and processes)

▪ Bachelor Degree in related field
▪ Strong knowledge in Project Management Professional (PMP) and ITIL
▪ 2-5 years ICT experience in vendor environment and managing a delivery team for multiple projects