INT/EXT Product PreSales Sales Team Manager EN
Portugal, Lisboa, Lisboa
há 5 horas

Role Purpose

The role holder leads, motivates and develops a team of service desk staff to ensure delivery of incident management to agreed levels of service.

Key Accountabilities

  • People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
  • Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.
  • Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.
  • Planning & Control. Resource allocation / scheduling to meet the demands of delivering a service managing changing priorities and issues.
  • Uses strengths of team to achieve effective efficient delivery of service within SLA.

  • Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.
  • Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
  • Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.
  • Key Performance Indicators

  • Coaching and mentoring undertaken
  • Feedback from team and managers actioned
  • All performance management processes followed
  • Evidence of development planning for the team
  • Regular team meetings held to cascade local, business and corporate updates
  • Builds relationships with other stakeholders
  • Customer feedback
  • All service levels met
  • Recognize where risk exists and communicate that risk to the appropriate channels
  • Manage all resourcing issues to deliver continuously improving services
  • Exhibit leadership in terms of proactivity and always thinking customer first
  • Identifies reasons and weaknesses in process and / or shortcomings in technical capability
  • Encourages the use of best practice across the team, including documenting and sharing with others
  • German is a plus for this position.
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