Sr. Field Services Team Leader - Fort Saskatchewan, Canada - Stefanini

Description

Job Description
Details: Who we are Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Create a cohesive team environment through consistent management

Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues

Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned

Perform root cause analysis and identify opportunities to improve efficiencies

Ensure direct reports meet their goals and follow departmental processes

Responsible for day to day operations of Service Desk

Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client

Job Requirements Details: Responsibilities

Single Point of Contact (SPOC) for in-country client

Manage to scope of work and change of scopes

Accountable for Service Level Agreements (SLA) and other contractual deliverables

Chair and participate in both internal and client-facing service delivery meetings

Implement, monitor, and adhere to Best Business Practices

Conduct ticket audits, negative survey follow-ups and other quality initiatives

Own, investigate and follow-up on escalations

Sponsor and drive improvement activities for the account

Identify opportunities to expand service offerings

Manage financials to budget

Reconcile and approve vendor invoices

Hire Stefanini employees and secure vendor resources

Establish expectations, provide leadership, direction and coaching to the team

Create cohesive team environment through consistent management

Conduct formal one-on-ones and performance reviews

Leverage recognition programs to motivate and reward team

Aide in corporate initiatives

Collaborate with colleagues in shaping the future of Field Services

Lead focus groups to develop and improve processes and procedures

Ability and willingness to travel (including flying) domestically and internationally

Maintain a valid driver's license

Perform other duties as assigned

Minimum of 2 years' experience working in IT management role

Experience managing remote employees

In-depth understanding of IT industry dynamics

Must complete the Field Services Leadership training program

ITIL Foundations certification a plus

Critical thinking and problem-solving skills

High tolerance/evolved ability to lead and manage ambiguous situations

Excellent relationship skills

Superior verbal, written and presentation skills

Collaboration and team leadership abilities

Effective time and project management skills

What you'll get

Work with brilliant minds, often within a global capacity;

Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;

Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we're different

Brazilian and privately owned company;

Agility, flexibility, and innovation are in our DNA;

Flat organizational structure which enables faster communication and decision making;

Open floor plan environment where collaboration is highly encouraged