SERVICE INTEGRATION TEAM LEADER

Here is current Job Role description for a Service Integration Leader

Perform a variety of Account Management (AM) and technical service delivery responsibilities for specified Account(s) across multiple Countries and or Delivery Centers (DCs) as the service delivery advocate.  Provide full spectrum of Services Management (SM) for a service line(s) across one or more integrated delivery pools and is dedicated to the account(s) supported by those pools.  This includes using sound understanding of my client’s products and services strategy.  Services Management includes, and is not limited to front-office client relationship for the integrated delivery pools that may span multiple countries and or centers and managing suppliers for the assigned integrated delivery pools for an account(s).  Experience in my client’s SM principles and understands industry standard for SM Information Technology Infrastructure Library, (ITIL). 

Drive the interest of the accounts across all competencies across multiple countries and or centers.  Maintain a working level understanding of all technical services supported within a delivery tower with the ability to provide direction to teams in support of client critical business processes and infrastructure.  Provide technical direction to delivery teams in support of service changes and critical system recovery.  Oversee system security and compliance regulations in support of the client environment.  Be client visible and provide E2E delivery of an Integrated Service for a client and account team.  Build, manage and maintain a global delivery team to fulfill client need in line with the Client First design principles - resource capacity management, skills and capability development for their scope of services. 

Lead the delivery team to deliver the agreed Client Delivery Plan for their service, implementing client relevant measurements and reporting across their teams.  Deliver continual service improvement across the service and ensuring effective, proactive defect prevention processes are executed across the service.  Deliver project deliverables within their integrated service, providing technical resources from project pools to fulfill agreed project services.  Promote and implement my client’s standards and best practice as the foundation of service for the client, building relationships with peers for their Integrated Service across Delivery. The employee focuses on individual/team/department/ operational objectives.



Environment:
Professional knowledge related to incumbent's department or function.

Communication/Negotiation:
Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.

Problem Solving:
Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and
improve or develop complementary adjustments /solutions.

Contribution/Leadership:

Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.

Impact on Business/Scope:

Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.