The Operations Team Leader role is a primary role within the Contract Service Assurance organization responsible for managing the multidisciplinary team within the SA Centre that reports directly to Operations Manager. The person will execute the core operational elements, ensuring the commitment of the Service Assurance staff, Excellence in Customer Service, the key operational metrics are in the objective, the elements of quality, time and cost, the management of the interested parties to through a direct and proactive engagement with the Market Unit, Customer Services and other internal Sencinet stakeholders. **Responsabilidades e atribuições** - Service management according to best practices and processes based on an ITIL environment. - 2nd / 3rd level support for incidents and requests. - Reduction in response times to attend to incidents and requests. - On-site customer support according to the role previously agreed upon. - Show leadership in solving incidents and operational problems. - Customer service level assurance (SLA). - Management of both internal and external escalations to ensure the resolution of the incident. - Preparation of reports according to customer needs. - Management of capacity and availability of services. - Lead Escalations at Sencinet level 3 and above - Elaborate action plans to be able to solve critical incidents - Perform the communication plan towards Customers and/or Resolutory Teams ensuring the correct case follow up. - If necessary or upon a customer request, open and participate on conference calls or War Rooms until the case is solved. - Lead the follow up meetings along stakeholder. - Provide Technical orientation to our Service Desk in case is necessary. - Issue and Problem analysis in case is required by an SRM - Technical training to our ServiceDesk if needed or requested - Escalation to Sencinet IT Support for any failure regarding devices or apps. **Focus on the customer** - Demonstrate and understand the importance of our services for our clients and assume responsibility for resolving any request, query or problem. - Ability to deal with complex situations in a professional manner with empathy and warmth, ensuring the best results for BT and the customer experience. - Understand the client and be clear about the objectives of each one, maintaining honest conversations to manage their expectations. - Specialized knowledge adapted to the client's needs. - Identification of opportunities for improvement. - Diagnose problems and manage the resolution with the relevant groups: Managers, Technicians, colleagues, suppliers and customer groups. - Act flexibly (by exception) during unsociable hours when customer service fails or serious incidents occur. **Personnel Management and Leadership** - Ability to lead and motivate our people through change and the ability to reach and influence end-to-end groups beyond the immediate team to support such change - acts as a role model for leadership capabilities. - Can differentiate individual and team performance, leading to differentiated APR ratings and bonuses. He is capable of managing under performance effectively, as well as identifying and nurturing his own talent base within the team, actively highlighting emerging talent. - Ensure that all Direct Reports and across their teams that all managers have meaningful SMART objectives and that these are measured regularly, and feedback is provided to DRs and their teams. Demonstrate improvement in the performance of people within your own team. - Shows strong presentation skills; is able to stand in front of teams / large audiences and explain business strategy and plans convincingly, fitting the style and content to the audience. - Is able to clearly articulate how the work of his team fits with the GS / GCS strategy / plans / objectives. - Good communication skills in both oral and written communication with your people and other stakeholders. - Actively identifies strong / outstanding contributions throughout the year and ensures appropriate rewards and recognition are given. - Knows when / how to delegate without losing control; identifies the support needed for people taking on delegated tasks - It is visible to your team; takes regular walks on the floor and shows an understanding of local issues and challenges Actively promote Your Say agenda within your own team / site and also in a broader GCS organization ****Financial Understanding** - Make measurements of the productivity of your equipment and make significant improvements for savings in Sencinet. - Proposes reduction plans and shows results throughout its management. - Proper management of the budget of the business unit **Requisitos e qualificações** ITIL Foundation BA/BS degree ITIL Specialist (Recomended) - Tenemos cultura de Startup - ambiente dinámico, flexible, innovador, colaborativo y muy retador. - Valoramos la diversidad y el equilibrio entre vida profesional y personal. - Tenemos bene