Job Description :
Main Responsibilities: Acts a single point of contact for that regional governance. Owns and creates service delivery and service management performance review presentations for the region (BU Collects and interprets service performance root cause analysis and corrective actions. Delivers service status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, delivered via electronic presentations or in person meetings. Management of the regional service support, which may include, mentoring in technology and best practices and assist with career development Hands on role where expected to provide end to end IT support services to the business community ensuring that all requirements are met within agreed service targets (SLA & KPI) To ensure delivery of best practice as defined by IT service delivery and in-line with Central ICS and SIAM models Providing on-site cover as a key link between the off shore and on site teams. Being prepared to work out of hours when required and to provide out of hours escalation support cover as required Take steps to make sure attrition is under control Identification and provision of improvement programmes and cost saving initiatives Act as escalation point if agreed service levels are not met Provision of technical expertise and support to manage the services Ensuring processes executed follow industry best practice (ITIL) May be called upon to provide short-term backfill for various customers, flexibility is a must May be called upon to provide expertise as a subject-matter expert in customer facing capacity Business Skills Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management Ability to interact with customers so as to ensure that the service is flexible, efficient and responsive Team worker, able to liaise with both internal and external service functions A self starter with ability to work on their own initiative To work through issues analytically to a successful conclusion Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels. Experience in the management of multi-discipline teams in distributed locations. Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services. Use of ITIL service management framework to deliver best practice capabilities for TNT. Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs. Technical Skills Service Delivery Management experience within an ITIL environment Leadership experience of onshore and remote teams Vendor management skills with particular focus on tier 1 vendors Technical knowledge of MS Office suite and MS Cloud products People Management Responsibility Direct responsibility for employees, as well as building and maintaining relationships with a wide range of internal and external stakeholders and partners. Responsible for appropriate people management activities e.g. performance management of direct reports. Partner Resource Governance Share weekly partner performance reports with analysis on Monday for the previous week. Lead partner governance calls prepare MOM & track action items, MOM & action tracker need to be shared with 24 hours of Meeting in standard MoM format attached. Lead monthly governance call, discuss performance plans for next month, progress to be tracked in weekly calls. Maintain Partner engineer attendance on monthly basis. Track backfill engineer availability. Track weekly dispatch visits made for attendance & share with central SPOC. Ensure Schedule visits are tracked and attended by partner engineers as per defined schedule. Assist Offshore team who tracks dispatch tickets in case of support needed. Financial Management Responsibility Managing operational cost/budgets and pursuing cost savings Direct responsibility for operational budgets. Required to manage resources (staff, suppliers, and hardware & software) in a cost effective manner, identifying opportunities for cost reduction and having identified follow them through.