Incident Mgmt Lead Deputy Manager H2
Manage a team of Service Desk Advocates aligned to a business sector within the CSC To be accountable for the day to day performance at both individual and team levels. Manage the day to day operations, including allocation of workload and resource management. Lead the team through times of change and workclosely with other parts of CSC and the rest of the business to ensure that best practices are shared.
Day to Day Operational Management of a team of Service Desk Advocates. Hero KPI’s.
•Accountability for both individual and team performance management, including quality capture and assessment. (CSC Quality Frame work to be followed and to be reported to Line Manager)
•Responsibility for team motivation / Cash Awards / Nomination for and incentives
•Carry out Training Needs Analysis and provide training for team members
•Identify career development opportunities and provide support for team members
•Ensure that formal monthly 1-2-1s are carried outand documented (Only for People Managers)
•Ensure that PD 2020 is followed
•Ensure that Succession Planning is in place and regularly reviewed (Self)
•Ensure that communication plan is adhered to. (Vodafone Communication through webinars/Cascades / Al Hands and E-mails.)
Completing the mandatory and other assigned courses assigned by L& D team.
•Facilitation in team meetings and record MOM. Closing of open action.
•Escalation Management -Customer, Stake holders and OLO. Also active participation in Customer / OLO / Vendor Meetings.
•Support the implementation of new products and services. Conducting ORT under Model office process.
•Provide evidence andfeedback to carrier complained for OLO Performance 3rd party Vendor performance to Vendor Manager.
•Work with internal resolving agencies to support and also improve services.
•Work with CSC colleagues and Business Excellence teams to ensure that best practices shared and followed. Also contribution to the projects run by B team to increasethe productivity and efficiency of CSC teams.
•Ensure that HR policies and procedures are adhered to at all times
•Ensure that Health and Safety guidelines are followed
•Act as Deputy in absence of Team Lead
•Undertake any "adhoc" duties requested by Line Manager
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