European Provisioning Team Leader

Role: European Provisioning Team Leader
Location: High Wycombe – with some international travel
Salary: £36,000 – £48,000per annum

I am working with a very interesting, international organisation based in High Wycombe. They have an excellent opportunity for a Provisioning Team Leader to join their thriving business
Job Role:
The purpose of this role will be to manage the Provisioning process for the business, and act as a Team Leader for the European based provisioning team.

Position Objectives:

Key Activities –
* Daily oversight of the European based provisioning team’s performance e.g. queue management, task handling, quality, timekeeping and absence reporting
* Own and maintain Provisioning process documentation and flows for the provisioning function, ensuring all changes are communicated and training provided to the team as required
* Lead the provisioning aspects of new projects/services/applications being delivered to the space including process documentation/flow/knowledge updates, communication and training to the team
* Ensure that the Provisioning team is adequately staffed for the support of the business including the implementation of shift patterns as required
* Maintain a training plan for new and existing provisioning agents, both for technical skill-set and knowledge of the respective business units
* Design and implement a knowledge database for the Provisioning team
* Analyse the performance of the Provisioning team activities and document any required action plans for improvement
* Provide analysis and reporting on Provisioning delivery such as ticket handling against documented SLA’s, ticket trends etc.
* Action requests directly where required, e.g. Staff shortages
* Act as the single point of contact/escalation for the provisioning team on audit queries
* Provide feedback as the Provisioning process owner on the performance of non-European provisioning team members
* Regularly review documentation/processes to support our commitment to continuous service improvement

Security & Compliance –
* Ensure that the provisioning procedures are compliant with security and audit requirements
* Be familiar with and support Global Security Policies
* Implement and manage periodic checks of the Provisioning team’s compliance with Global Security policies via quality checks and sampling

Qualifications & Experience:

Technical Skills –
* A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
* Provisioning/access control experience would be highly advantageous
* Experience of key ticket management tools, ideally with knowledge of ServiceNow
* Knowledge of Active Directory User Access Management
Overview of –
* Understanding of ITIL Best Practice for Request Fulfilment
* Understanding of key ITIL Service Management areas
* Continuous Service Improvement experience

Skills & Knowledge:

Management Skills/Experience –
* Team leader and coaching experience
* Ideally has experience of developing provisioning policies and SLAs
* A strong focus on service delivery and customer satisfaction
* A strong understanding of the compliance/audit aspects of user access provisioning such as segregation of duties, principle of least privilege
* Ability to manage the expectations/understanding for the IT support model across the local business units, pushing back as required to ensure compliance with appropriate processes/policies
* Manage Third party vendors and suppliers as required
* Highly organized with excellent communication skills

Competencies –
* Analytical thinking / decision making on daily operational issues
* Key focus on service delivery/quality/customer satisfaction
* Ability to handle rapidly changing priorities
* Broad understanding of business

Key Performance Measures –
* Client Satisfaction survey (Internal and vendor)
* Monthly SLA Reporting
* Feedback from key business stakeholders

Languages –
* Fluent English is essential
* An additional language would be advantageous – Spanish, French, Italian, German, Portuguese

Leadership Behaviours:
* Developing Direct Reports and Others
* Directing and motivating others
* Innovation management
* Interpersonal savvy
* Customer Focus
* Drive for Results
* Planning & Organising
* Decision Quality
* Integrity & Trust

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy.