Senior Team Lead

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com 

Location: USA - VIRTUAL - US New York 

Division: Group 
Job Posting Title: Senior Team Lead, Tango AOS Team 
Time Type: Full Time

Senior Team Lead – Region (APAC/EMEA/AMER)

 

General description

The Senior Team Lead – Region (APAC / EMEA / AMER) is responsible for driving the efficiency and

effectiveness of incident management process to agreed service levels, ensuring that incidents are moved effectively through second and third line. This includes channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients apprised of progress towards service restoration.

 

The Senior Team Lead reports directly to the Head of Service Management and Support.

 

Key tasks & responsibilities

• Performing all IT activities and duties in the area of responsibility in accordance with all relevant legal requirements, SOPs, guidelines, rules of procedure, by-laws and compliance rules.
• Responsibility for all services, employees and costs within her/his organizational unit (team).
• Ensures staff has resources and skills needed to support all work initiatives.
• Ensures that incidents are handled according to agreed procedures.
• Investigates escalated incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed.
• Ensures that all service level targets are met.
• Produce management information, as well as analyze metrics and reports on performance of incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Driving, developing, managing and maintaining the major incident process and associated procedures.

 

Competencies & Skills required

• Committed to quality, be flexible during times of change and can conform to shifting priorities, demands and timelines promptly and efficiently.
• Quick learner with the ability to understand, and deal with complexity.
• Innovative and customer service oriented, enabling and championing a service culture with the ability to exercise sound judgment to ensure a successful business outcome.
• Strong interpersonal skills and ability to build a cohesive team, working towards a common global goal, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance.
• Must be able to use collaboration tools and work effectively with remote colleagues in a global team.
• The ability to manage change and support others through it.
• Strong leadership skills.
• Target and results oriented.
• Experience in managing IT teams (preferably Application Management), with good Service Level Management, as well as Incident and Problem Management skills.
• Good written and verbal communication skills

 

Requirements

• Bachelor or above Degree in IT related majors
• A minimum 5-year track record in large, multi-national organizations with an emphasis on service management and application management, incident management, service request management and problem resolution
• Leadership experience in managing cross-functional global teams, virtual communities &

influencing senior level management and key stakeholders

• Demonstrated experience in leading and building functional teams incl. hiring, training,

development, coaching and mentoring

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