People Manager

Role & responsibilities

• Lead and manage a team provide guidance, performance feedback, and improvements to encourage a productive work environment.
• Ensure the delivery meets the business needs by applying ITIL best practices, including incident management, problem management, change management, and service level management.
• Collaborate with the required internal stakeholders to Manage relationships with other teams to ensure communication transparency.
• Monitor team performance against SLAs and KPIs, prepare performance metrics. Share reports and recommendations for improvements where necessary.
• Track staff performance and review the team members performance. Organize feedback session with the team for the improvements.
• Participate in the recruitment process. Ensure effective onboarding and training for continuous development of team members.
• Oversee the resource planning and allocation to ensure team capacity aligns with current and future service delivery needs.
• Ensure all processes are in line with ITIL standards and governance requirements, promoting adherence to policies, procedures, and best practices.
• Assist leads in customer onboarding, meeting SLAs and customer satisfaction.
• Track, report and improvise quality of deliverables (incident/problem solution, requests, and project deliverables.
• Introduce innovative ideas to make it repeatable and sustainable practice for the team
• Introduce innovative ideas for quality improvements

Preferred candidate profile

• Must have collaborated, coordinated and communicated with different stake holders (Internal/External).
• Must have mentored the team/team members assisting them to develop their skills (Formal/Informal mentoring programs).
• Must have involved in setting SMART goals and provide feedback to the team (conducting performance reviews and providing constructive feedback).
• Must have experience in handling the conflicts in the workplace.
• ITIL certification

Perks and benefits