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applicant

Team Leader - Service Delivery

Inbay Uptime Limited    Colombo • Full-time

At UPTIME, we deliver cutting-edge IT services that keep businesses connected, secure, and ahead of the curve. We're seeking a detail-oriented and proactive Team Leader Service Delivery to lead and support our technical teams while ensuring exceptional client satisfaction.

Role Overview:

As the Team Leader - Service Delivery, you'll be responsible for overseeing our Break-Fix support operations, managing incidents, maintaining compliance with ISO standards, driving service excellence, and being willing to work in a 24/7 rotating roster.

Key Responsibilities:

Service Delivery Management

  • Oversee day-to-day operations and manage team workload efficiently.
  • Handle incident escalations and lead major incident resolution efforts.
  • Maintain service quality by ensuring adequate staffing and reviewing communications.
  • Conduct root cause analyses, audit processes, and support continuous improvements.
  • Support ticket assignment and ensure KPIs are consistently achieved.
  • Accountable for effective workload distribution among the technical support engineers
  • Accountable for executing incident, problem and change management processes to resolve incidents.
  • Drive the technical teams in meeting the unit KPI's
  • Training and development of team members
  • Service reporting and analysis
  • Accountable for managing internal and client projects

Qualifications:

  • BSc/MSc in Information Technology
  • Minimum of 3+ years' experience in the IT field, out of 2 years in a similar role.
  • Excellent communication skills in both written and spoken English are a MUST.
  • ITIL V3/4 foundation certification will be added advantage
  • MCSE/MCITP/CCNA/CCNP certifications is a plus
  • Strong interpersonal skills in listening, problem solving, assertiveness, decision making & negotiation skills.
  • Excellent customer service skills
  • Strong understanding of IT support issues reported at Level 1 & 2
  • Understanding of incident management and compliance (ISO 27001, ISMS, etc.) will be added advantage 
  • Excellent analytical and team coordination skills.

Why Join Us?

Join an exciting, multinational work environment that offers opportunities for professional growth and development. Enjoy a competitive compensation and benefits package while working within a collaborative and supportive team culture.

Interested candidates can forward their resume, along with contact details of two nonrelated referees.