POSITION PURPOSE AND SCOPE OF WORK:

• Proactively managing Back Office team performance, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls
• Providing support for the Back Office team in respect of service/delivery issues
• Escalation point for technical job related queries
• Daily and hourly management of Back Office resources
• Tracking problem trends and establishing corrective action plans, ensuring that corrective actions are put in place to prevent recurrent problems
• Day to day staff management. Staff onboarding, coordinating training and development
• Supply daily/weekly/monthly reports
• Assisting in the planning and implementation of agreed changes to the delivered services
• Process and Procedure ownership for the Backoffice functions
• Identifying and analysing automation and improvement opportunities for increased productivity of the Service Desk

REQUIREMENTS: 

• Strong Microsoft Office pack knowledge (reporting and visual management)
• Excellent knowledge of English
• Excellent communication skills, both written and verbal
• Flexible and well-motivated
• Strong team player with the ability to build relationships with both colleagues and external clients
• Able to work with minimum of supervision as well as perform under pressure and meet tight deadlines
• People management and leadership skills essential (documented experience would be an asset)
• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels
• Plan effectively for future activities and manage unplanned events in a controlled manner
• ITIL framework awareness, ITIL certification is a strong advantage
• Understanding the nature of IT service management and IT services
• Project Management or Transition experience is a plus

Work pattern: 24/5

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