IT Team Lead

As an IT Service Delivery Manager/Team Lead, you will be responsible for overseeing IT service performance, driving customer satisfaction, and leading a high-performing team. With a strong ITIL foundation and experience in managing service delivery, you will ensure operational excellence in a proactive manner. **Key Responsibilities:** - Monitor IT service performance against KPIs and SLAs. - Set measurable targets for all IT services and implement proactive improvements. - Produce service reports, review/revise service scope, and underpinning agreements. - Enhance customer satisfaction with IT service delivery. - Manage incidents, problems, and escalations with timely resolution. - Conduct root cause analysis and maintain documentation. - Implement processes to prevent recurrence of issues and improve service reliability. - Create SOPs, process documents, and Confluence knowledge articles. - Organize knowledge transfer (KT) and training sessions for team performance enhancement. - Manage team performance, roster, attendance, and productivity. - Ensure team targets align with client expectations, KPIs, and SLAs. - Foster a collaborative environment for accountability, development, and excellence. **Qualifications & Skills:** - Graduate in any discipline with 4-8 years of service delivery experience. - Strong understanding of the ITIL framework; PMP, Green Belt, or Black Belt certifications are a plus. - Proficiency in MS Word, Excel, Access, and PowerPoint. - Excellent interpersonal, verbal, and written communication skills. - Ability to manage multiple priorities proactively. - Willingness to work in rotational shifts and adapt to dynamic work environments. - Commitment, tenacity, and flexible approach to work. If you are looking to lead a dynamic IT service delivery team, drive service operations excellence, and enhance customer satisfaction, this role offers you the opportunity to thrive in a fast-paced environment focused on operational efficiency.,