Senior Team Lead - AI & Automation

• Contributes to the financial performance of Services (Managed Services, Support Services and Technical Services), including growth, delivery profitability and technology innovation
• Oversees the execution of the specific, actionable, and measurable Services goals across the team
• Gives input on the delivery of the roadmap development of Services service/product offers to be taken to market
• Gives input on the Services service/product value propositions ensuring that it is easily understood
• Works with senior management to create strong interlocks between sales force teams and Services delivery
• Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients
• Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements
• Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality
• Participates in the development and execution of new delivery methodologies and ensures alignment to best practice
• Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery
• Contributes to service delivery excellence, identifying new business opportunities where applicable
• Manages and mentors the team within remit to ensure achievement of team and individual objectives
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment
• Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery
• Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements

• Bachelor's degree or equivalent in Information Technology or Business Administration or related field
• ITIL certification
• Moderate level of experience in managing an information technology services team, preferably within a global matrixed organization
• Solid experience in a large-scale organization
• Solid experience working with vendors and/or service providers
• Solid experience working in a team-oriented, collaborative environment
• Solid experience in an IT Services role within an information technology services environment

Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable