<p>Requirements:<br />
<br />
- Excellent knowledge of English;<br />
- Excellent communication skills, both written and verbal;<br />
- Flexible and well-motivated;<br />
- Strong team player with the ability to build relationships with both colleagues and external clients;<br />
- Able to work with minimum of supervision as well as perform under pressure and meet tight deadlines;<br />
- People management and leadership skills essential (documented experience would be an asset);<br />
- Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;<br />
- Plan effectively for future activities and manage unplanned events in a controlled manner;<br />
- Understanding the nature of IT service management.</p>

<p>Position purpose and scope of work:<br />
<br />
- Proactively managing team performance/ production of deliverables, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls.<br />
- Providing support for the team in respect of service/ delivery issues.<br />
- Escalation point for technical job related queries.<br />
- Daily and hourly management of resources.<br />
- Tracking problem trends and establishing corrective action plans, ensuring that corrective actions are put in place to prevent recurrent problems.<br />
- Day to day staff management. Staff training and development.<br />
- Supply daily/ weekly/ monthly reports;<br />
- Assisting in the planning and implementation of agreed changes to the delivered services.</p>
