Our business is undertaking an exciting growth initiative and we are building a team to develop a scalable and efficient technology platform to commercialise some of our latest inventions.
The platform will make use of our ongoing collaboration with Microsoft on Quantum technologies. The platform will be largely based on Azure but will need to tightly integrate with the Windows client.
We are looking for an exceptional Global Support Team Manager to contribute to the success of this high impact strategic initiative for our business.
Specially helping us create an offshore operation in Manilla that can provide 24 / 7 support to our customers and clients.
The functional line manager will be UK based but there will be a matrix line management to the current Manilla Operations team. The Role
The Main responsibility is to create a new start-up offshore Support Centre in Manilla to initially provide Level 1 and 2 application support for three (3) new products being released within WTW (circa 50 but could lead to a 90K population) and later to the external market.
Manage the recruitment process & attraction campaign to assess / select and onboard twelve (12) FTE which cover Support Analysts, Team Leaders and Cloud Operations roles.
Develop a scalable Global Service Delivery Model and associated processes that supports the three (3) new products in line with our existing IT Service Management framework.
This will be evolving with changes to our business model and development of latest technology.
Line management of team which will include developing performance objectives in line with WTW values, IRR HQ business objectives and specific operational targets.
Manage the team’s 24 7 rotating shift schedule adjusting to consider business demands and changes.
Develop product knowledge materials and translate to training guides as part of competency & upskilling programme for the team.
Continuously develop to take into account of further knowledge as support moves from UK to Manilla.
Build strong relationship with a global team mainly based in the UK / Australia but as products are released this will move to a more global basis as key business functions and stakeholders are integrated.
Work and communicate effectively with colleagues, end-users, clients and various business functions.
Participate in sprint planning meetings, daily stand-ups and sprint retrospectives, striving to continuously improve the team velocity, its processes and operational practices.
Manage in an agile environment and utilize best practices to manage the operation so its consistent with the software development lifecycle
5+ years’ experience of leading and managing people as a support or operational team leader
Relevant experience in setting-up and onboarding new global support teams
Experience in conducting product knowledge transfer globally
Experience of working across multiple time zones / countries and in a matrix environment.
Excellent written and oral English communication skills
High level of confidence in dealing with clients and colleagues of different nationalities / cultures
Qualified in a relevant Service Management qualification or has 5 + years hands on experience
Knowledge of ServiceNow, Microsoft Azure or similar technologies.
Advantageous for the position but not essential
University Degree holder
Certification in ITIL Service Management
Agile or qualification in Microsoft technologies like Azure
Equal Opportunity Employer