Customer Service Team Manager @ Binary Global

Job Description

About us We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 33 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles. We are, and always will be allied to our client's needs and objectives. Our team is at the heart of our business, we are proud of each and every one of them. They are exceptional and we are looking for more exceptional people to join us. Position Overview: As a Team Manager for Service Delivery/ Customer Service and IT Department, you will be responsible for. leading a team of professionals to ensure the effective delivery of IT services and support to internal and external stakeholders. You will oversee service delivery operations, manage the IT department's daily activities, and drive continuous improvement initiatives to enhance service quality and efficiency. Key responsibilities: Leadership and Team Management: Lead, coach, and mentor a team of IT professionals, including CS Analysts, System administrators, and technical support staff. Set clear performance expectations, provide regular feedback, and conduct performance evaluations to foster a high-performing team culture. Service Delivery Management: Oversee the delivery of IT services and support to meet service level agreements (SLAs) and ensure customer satisfaction. Monitor service performance metrics, analyze trends, and identify areas for improvement to optimize service delivery processes. Coordinate with cross-functional teams to resolve service issues and escalate complex problems as needed. IT Operations Management: Manage the day-to-day operations of the IT department, including infrastructure maintenance, system upgrades, and software deployments. Ensure the availability, reliability, and security of IT systems, networks, and applications to minimize downtime and mitigate risks. Develop and implement IT policies, procedures, and best practices to maintain operational efficiency and compliance with industry standards. Project Management and Planning: Plan and prioritize IT projects, initiatives, and resource allocation based on business needs and strategic objectives. Collaborate with stakeholders to define project requirements, scope, and timelines, and ensure successful project delivery within budget and schedule constraints. Continuous Improvement: Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction. Proactively identify opportunities to streamline processes, automate repetitive tasks, and implement industry best practices to optimize IT service delivery. Qualifications and Skills: Bachelor's degree in Information Technology, Computer Science, or related field. Master's degree or relevant certifications (e.g., ITIL, PMP) preferred. Proven experience of 7+ years in IT service delivery management, with a track record of successfully leading teams and delivering high-quality IT services. Strong leadership, communication, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels. In-depth knowledge of IT infrastructure, systems, and technologies, including networking, security, cloud computing, and enterprise software applications. Experience with IT service management (ITSM) frameworks, such as ITIL, and familiarity with service desk tools (e.g., ServiceNow, Remedy) and ITIL processes. Excellent problem-solving skills, analytical thinking, and attention to detail, with the ability to analyze complex issues, identify root causes, and implement effective solutions. Project management experience, including project planning, execution, and risk management, with proficiency in project management tools and methodologies

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Operations Management / Process Analysis
Functional Area: Not Applicable
Role/Responsibilies: Customer Service Team Manager

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Keyskills:   IT service delivery management Leadership Team Management Service Delivery Management IT Operations Management Project Management Continuous Improvement Information Technology Computer Science Networking Security Cloud Computing Project Planning Risk Management Enterprise Software Applications ITSM frameworks ITIL processes Problemsolving Analytical Thinking