People Manager

Job Description

Role & responsibilities Lead and manage a team provide guidance, performance feedback, and improvements to encourage a productive work environment. Ensure the delivery meets the business needs by applying ITIL best practices, including incident management, problem management, change management, and service level management. Collaborate with the required internal stakeholders to Manage relationships with other teams to ensure communication transparency. Monitor team performance against SLAs and KPIs, prepare performance metrics. Share reports and recommendations for improvements where necessary. Track staff performance and review the team members performance. Organize feedback session with the team for the improvements. Participate in the recruitment process. Ensure effective onboarding and training for continuous development of team members. Oversee the resource planning and allocation to ensure team capacity aligns with current and future service delivery needs. Ensure all processes are in line with ITIL standards and governance requirements, promoting adherence to policies, procedures, and best practices. Assist leads in customer onboarding, meeting SLAs and customer satisfaction. Track, report and improvise quality of deliverables (incident/problem solution, requests, and project deliverables. Introduce innovative ideas to make it repeatable and sustainable practice for the team Introduce innovative ideas for quality improvements Preferred candidate profile Must have collaborated, coordinated and communicated with different stake holders (Internal/External). Must have mentored the team/team members assisting them to develop their skills (Formal/Informal mentoring programs). Must have involved in setting SMART goals and provide feedback to the team (conducting performance reviews and providing constructive feedback). Must have experience in handling the conflicts in the workplace. ITIL certification Perks and benefits