Team leads are aligned with local and global vision and strategy and is accountable for the end to end quality of service delivered by the team. The team lead oversees project deliverables and supervise the day-to-day operational activities and ensures the even distributing the workload across the team.  They provide operational direction to the team and assist in the coordination, implementation and communication of local and global delivery initiatives/changes. They assist in the identification of service/process, continuous improvement initiatives and provide the required operational reports that measures operational support metrics. They supports the team in resolving operational issues and escalations.

- Working in a team environment

- Responsible for maintaining, supporting and improving on an on-going basis the service components within the domain of practice.

- In charge of maintaining the relationship between the customer/countries and the delivery teams

- Actively manages project escalations to resolution

- Ensuring that the team meets the KPIs for service quality and delivery while adhering to global and local delivery processes.

- Responsible for the development of each member of the team based on the global service strategy with the support of the Practice Manager.

- Managing of individual and team utilization metrics

- Assist direct manager in measuring and managing project profitability

- Accountable for individual team member performance management, training and development (employee wellbeing) acting as a motivator, supervisor and mentor.

- Minimum of 40% chargebility on delivery engagements depending on team size

- Coordinate and monitor the execution of all daily operational activities of services & teams

- Ensuring 100% process adherence and delivery within the defined SLA/SOW

- Provide feedback on a monthly basis on Continuous Improvement Initiatives (what is working well, what is not working well) based on Engagement reviews

- Proactively analyzing the quality and ensuring services / tasks are delivered at required level of quality

- Performance review and goal settings of each member for each quarter

- Create customized reports and analyzing the performance of individual team members on customer engagements to manage team performance on a monthly basis

- Create & Analyze Service Performance reports & ensure communication of progress/status to the manager

- Performing other duties as assigned by direct management

- Support defining, documenting, coordinating and rolling out new services/tasks to team members

- Planning and execution of individual team members trainings requirements based on the skill matrix to ensure relevant skill set is maintained within the team

- Active management of team members utilization & efficiency ensuring balanced service engagement across the team

- Effectively manage the teams Leave Utilization with no impact on service delivery

- Support in recruitment of qualified skill requirements within the team

- F-SDM: SD Methodology (Global Delivery Methodology introduction, Tools (Navision/Utilization tracker/PSA/SharePoint/GSO delivery process and procedures/GSDC)

- F-PSO: Understanding of all SWO services and value proposition, deliverables and outcome of the service. How services inter-relate

- F-NHT: New hire training (Organizational Basics)

- F-TECH Technology basic skills regarding system platforms (Microsoft), client & server environment

- PM 100: pmONE Methodology (project tasks, task execution, timelines, issue and risks)

- PM 200:  (Small - mid size projects) - Build a project plan, execution of plans, identify risk, qualify impact, mitigate risks, delegation of tasks, managing team members outputs, project outputs

- CEM 100: Analytical Test (GSDC?),  task/time management, basic presentation skills (completing presentation templates), 2-way communication methods (Internal - Active listening / Effective response / question formulation), Team structure and functions (team member) 

- CEM 200: Small to mid size customer engagement, business writing , task/time planning (individual and team), intermediate presentation skills (creating and presenting structure presentations), 3-way communication methods ( Internal/external - effective task communication, customer communications), team structure and functions (team member and/or lead)

Knowledge, Skills and Abilities Required

Core:

- Confident individual that’s highly motivated and results oriented

- Well organized individual who can easily multitask and manage own and team’s time

- Strong problem solving and consultative skills

- Strong organizational skills and self-motivated to apply appropriate knowledge

- Quality oriented personality

- Analytical & Logical skills

Soft:

- Good Communication and Collaboration Skills (internally & externally)

- Methodical Approach

- Good presentation skills

- Being able to work effectively with anyone with different skillsets

Technical Skills:

- Understanding of structure, delivery requirements and services provided within is practice domain of expertise

- Internal management course

- 3-4 years professional experience in leading teams

- Overall 3-4 years of experience within the domain of practice

Mobility

- Technical assessment for Enterprise Mobility Suite Overview

- Technical assessment for Mobile Device Management

Certification

- VMware Airwatch Professional Accreditation: Enterprise Mobility

- Course 10962B: Advanced Automated Administration with Windows PowerShell

- 70-534: Architecting Microsoft Azure Solutions

Functional Skills:

- Self-driven independent work ethics that drives internal and external accountability

- Strong Project Management experience

- Good People Management skills with the ability to delegate work & motivate team members

- Strong facilitator that can deal with conflicts and conflict resolution