Lead Service Manager
1 month ago
Summary
The Lead Service Manager is a team leader Service Management Department. The Team Leader is working on the Specialists development.
The Team Leader acts as a front-line extension of the manager's authority and is responsible for monitoring and controlling everything that happens during the shift, including but not limited to points listed below.
ResponsibilitiesEnsuring correct measurement and achievement of key performance indicators (KPI's) in Ezugi studio.
Delivering problem solving and trouble-shooting solutions in response to software and process issues that may arise.
Managing Ezugi Studio by conducting and overseeing the performance management process, employee relations issues, talent management, team collaboration, work schedules, bonus calculations, headcount, and training.
Team leading, development.
Global defects and issues detection, fixing or escalation.
Actively monitoring and developing career and succession planning within reporting lines in addition to conducting regular one-on-one meetings with all direct reports.
Reporting monthly on staff performance, direct report activity, office operations and domain performance against KPI's.
Being responsible for driving the department's hiring requirements.
Reviewing, updating, inventing new procedures and rules, new system testing, new table launching.
Service Management Knowledge Base article updates and writing.
Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements.
Ad hoc projects - lead and/or participate in business unit projects.
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