Service Center Team Lead

Job Purpose:Lead and manage the Service Centre, including the Support Line and Support Email, for the installed solution in order to ensure its efficient and effective support for the operation of the system. Oversee and manage the adoption of Service Management process in the local entity. Support customer service performance reporting to the Customer, local management and Central support functions.Service Centre, Support Line & Support EmailManagement of the Service Centre to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilledServe as a single first point of contact for the customer and system users for solution service and support, including participation / contribution to Customer meetings (related to Customer support and service).Coordination with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient mannerEnsure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.Service Management Implement, oversee and ensure the adoption, adherence and compliance to organization defined Service Management processes (e.g. Incident Management, Problem Management, Change Management, Solution Monitoring, etc.).Management of work on incidents, problems and change requests, including planning and coordination with the customer, country stakeholders (who request the changes), the local Field Service & Support and local IT Support teams and global/central support teams (who provide support for advanced L2 and L3 support).The work to be coordinated includes corrective actions (in response to incidents), investigative work (in response to problems) and deployment coordination (in response to change). It also includes requirements clarification, prioritization, key deliverable reviews and acceptance testing.Collaborate functionally with global/central support teams in areas of improvement related to Service Management processes, SOPs and improvement to usage of tools and training of personnel. This may be carried as improvement projects/initiatives or global Service Management collaboration events (e.g. knowledge or experience sharing sessions).TrainingOrganize and coordinate solution-related trainings for the customer and taxpayer system usersOrganize and coordinate Service Management related trainings (e.g. Incident management, Problem management, Problem solving, HPQC testing & validation, Change Management, Solution Monitoring, ServiceNow, etc.) for the local team (e.g. local Field Service & support team, local IT support). The training may be delivered locally (i.e. train the trainer) or it may be delivered by global/central teams.Team Leadership & ManagementManage the Service Centre team human resources, including recruiting, new staff assimilation & training, objective setting, performance reviews, employee development & training planning, and workload / assignment management.Conduct Personnel Development Interviews (PDIs) with team members at least semi-annually, to set objectives, review results, provide feedback, and plan for staff developmentSchedule team members’ workload to fully cover weekly & monthly service needs and to fully allocate all resources.Assign special tasks, projects, and initiatives to team members to fully utilize any downtime that they may have.Review and approve key deliverables that are generated by team members.Manage team member absences and ensure that vacation balances are planned to be fully used and that their timing does not obstruct business activitiesDevelop and maintain a positive, cooperative, and productive working relationship between the Service Centre team, the local Field Service & Support and IT Support teams, and other internal and external teams.ReportingAct as the coordinator for the local team in any Customer support related meetings (e.g. weekly/bi-weekly Support meeting with Central Support)Prepare necessary reports on Customer Service performance, which are used to support regular (e.g. monthly or quarterly) local management Customer Service Performance review and also used for regular Customer meeting (e.g. review SLA performance, support issues).Support data collection requested by Central teams for various reporting functions (e.g. Operational Performance KPI, Service Management “Servicing Reporting”, etc.).Regularly (e.g. Quarterly) collect data and prepare compliance report on Service Management practices (e.g. process adherence, capabilities) of the local team and identify the gaps and root causes. Improvement actions will be identified to follow up on improving the gaps.General / Other ActivitiesEnsure that all Organization policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.Contribute to the development and maintenance of policies, processes and procedures, including those for operations, maintenance, and supportManagement of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General ManagerBasic education and training:College degree or technical training in a relevant field, or equivalent combination of training, and/or experienceProfessional experience:Minimum 2 years’ experience leading a service center / technical helpdesk teamStrong coordination skills (e.g. experience in project coordination will be valuable)Sound understanding (at least concept) of IT systems and solutionTechnically conversant (i.e. able to understand technical concepts, terminologies)Knowledge, skills:Language skills: Fluent in English and local languageOthers: Good written and verbal communicationStrong communication skills (able to influence peers and leverage support from management)Resourceful, strong initiative (to take actions) and decision making (e.g. constraints, priorities, ability to formulate actions).Strong analytical skills; very organized in thought and methodology.Delivers through peoplePromotes teamworkGood political finesse in facing very demanding customers. Diplomatic when necessaryAbility to work under pressure and meet deadlinesDemonstrated ownership of responsibilitiesFocus on quality and resultsSpecific knowledge linked to the work:Mandatory:Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issuesExperience managing 1st level support activities (Service Center, Support Line, etc.)Experienced with quality and performance monitoring processesExperience leading teams / peopleExperience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)