BT Group Looking for Service Desk Team Leader at Kolkata, West Bengal

BT Group; Kolkata; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a dynamic team as a Service Ops. Team Lead, where you'll drive operational excellence and foster strong relationships with customers and stakeholders. This role is pivotal in ensuring that service offerings meet client needs, while also coaching and developing team members to achieve their best. You'll be at the forefront of incident management, troubleshooting, and continuous improvement initiatives, making a significant impact on customer satisfaction and operational efficiency. If you're passionate about leading teams and enhancing service delivery in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Strong communication and problem-solving skills are essential.
• Experience in managing service operations and customer relationships.

Responsibilities

• Supervise a team delivering service operations activities.
• Coordinate incident management and troubleshoot complex issues.
• Monitor operational effectiveness and implement improvement plans.

Skills

Customer Success

Information Management

Communication

Technology Implementation

Continuous Improvement

Problem Solving

Service Level Agreement Management

Quality

Cloud Computing

IT Operations

Customer Relationship Management

Technical Support

Project/Programme Management

Incident Management

Issue Escalation

Job description

Job Req ID: 14322

Posting Date: 18-Apr-2023

Function: Service

Location: Rajarhat, Kolkata, India

Salary: within range

Why this job matters:

The Service Ops. Team Lead supervises a team responsible for delivering the service requirements of the supported customers and meeting the operational enablement and readiness of services offerings and capabilities.

What you’ll be doing:

1. Supervises a team of service operations professionals to deliver Service Operations activities.
2. Coordinates incident management, prioritisation and diagnostics related activities, logically troubleshoots complex customer issues or incidents, and escalates issues if necessary.
3. Drives a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence in customer engagement.
4. Monitors operational effectiveness of support services through analyzing service operations reports and supports the implementation of improvement plans.
5. Coaches team members on deliverables, ensuring that services are aligned to the client’s business requirements.
6. Coordinates the preparation of accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.
7. Works to understand core issues affecting the client and liaise with the relevant service teams to resolve.

The skills you’ll need:

• Customer Success
• Information Management
• Communication
• Technology Implementation
• Continuous Improvement
• Problem Solving
• Service Level Agreement Management
• Quality
• Cloud Computing
• IT Operations
• Customer Relationship Management
• Technical Support
• Project/Programme Management
• Incident Management
• Issue Escalation

Our leadership standards:

Looking in:

• Leading inclusively: I inspire and build trust through self-awareness, honesty and integrity.
• Owning outcomes: I take the right decisions that benefit the broader organisation.

Looking out:

• Delivering for the customer: I execute brilliantly on clear priorities that add value to our customers and the wider business.
• Commercially savvy: I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

• Growth mindset: I experiment and identify opportunities for growth for both myself and the organisation.
• Building for the future: I build diverse future-ready teams where all individuals can be at their best.