Team Lead, Service Desk Operations

OVERALL PURPOSE OF POST

Pramerica Systems Ireland have an exciting opportunity within the Technology and Innovation organization for a Team Lead join and lead our growing Operational footprint in Prudential. These roles will be pinnacle in the Technology and Service Operation footprint in intelligent solutions.

This is an exciting opportunity where the right person will achieve personal growth and job fulfillment in an ever-changing environment as we move forward in our venture Technology, Innovation and Service delivery. Although involved in day-to-day management, this role is typically considered a working supervisor.

Roles & Responsibilities

•  Leading and developing one or more of the Technology Operational functional roles

• Demonstrate entrepreneurial leadership skills

• Drive for continuous improvement in relation to Agile Delivery processes

• Define and negotiate measurable criteria benchmarking against industry best practice and standards

• Complete capability assessment to define SLAs and negotiate contractual agreements

• The person should be capable in Work Force Management practices and capacity management.

• The person will be responsible to embed process within the confines of ITIL Service Operations framework. (Event/Incident/Problem & Change management)

• Build a close working relationship with all business partners and be Customer centric

• Continue to self-develop and train to keep up with the latest technologies

• Mentor, coach and Develop capability’s through performance management and development plans.

• Proactively seek ways to improve current processes by leveraging the tools available to identify inefficiencies and implement solutions, exploring automation.

• Cultivate both internal and external relationships to ensure proper service levels are achieved for each portfolio supported

• Anticipate issues that may adversely affect the ability to meet daily deadlines, and act to reduce the risk of occurrences.

Qualifications & Experience

• Experience within Service Operations or a relevant position with transferable skills

• Transferable knowledge of Service Operations and managing an Operational environment

• Experience of managing multiple business disciplines and stakeholders

• Experience of team development both Upskilling and cross skilling to create a cross function bench strength

• Proven Record of delivering results and Continuous service improvement initiatives.

• Working knowledge of automation technologies and the industry practices and standards

• The person will have a strong governance and ownership ethic to embed adherence to process

• Experience in implementing change within teams whilst retaining buy in from the team through strong leadership and mentoring.

• Maintain a motivated group of employees who understand the overall business model

• Develop succession and career development plans

• Administer Human Resources policies and procedures.

Personal Skills / Qualifications

• Strong leadership skills with the ability to influence and motivate peer

• Identify and Nurture talent. Bring out the best in your team of technologists. Make it as easy as possible for them to do a really good job.

• Get to know the business and build good relationships with our US customers so you can partner with them to ensure successful deliverables.

• Identify ways to make the team more efficient and effective via the introduction of tools and good processes.

• Build good relationships with your team and your customers through hard work, selflessness and trust.

• Project management skills such as the ability to draft resource plans and project schedules

• Experience with defining processes such as those used by ITIL.

• Develop solutions and recommendations for issues caused by process challenges, emerging threats and technology changes.

• Exuberate a can do attitude and passion for achieving results

• Minimum of 2 years’ experience an IT leadership role

• Be articulate, confident and assertive.

• Exceptional communication skills, both written and verbal.

• Experienced in managing large scale projects.

• Process driven with a focus on quality and product delivery.

• Demonstrate a proven track record of operating at a senior level either within Pramerica or elsewhere.

• Be a strong independent contributor and be able to manage and lead high performing teams.

• Be flexible and able to rapidly adapt and respond to changes in environment and priorities.

• Demonstrate a creative and innovative approach to technical solutions.

• Experienced in introducing and implementing various software development and project management methodologies.

Technical experience

The candidate will have experience in utilising one or more of the below technologies within an operational support team:

• Service Now

• Splunk

• Dynatrace

• Power BI

• Tableau

• PowerShell scripting