Search Jobs

Hold CTRL to choose multiple sectors (up to 3)


Hold CTRL to choose multiple sectors (up to 3)

European Provisioning Team Leader job in High Wycombe

  • Show me jobs like this one
  • More jobs from this recruiter
  • Email this job to a friend
  • Print this job
Job Ref:  204565890
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  High Wycombe
Post Code:  HP11
Salary:  £30000 - £40000/annum Excellent Benefits Pack
19/10/2016 09:36
Role: European Provisioning Team Leader
Location: High Wycombe - with some international travel
Salary: £30,000 to £40,00 per 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

For further information and to receive a full role profile, please send in an up to date copy of your CV with your application or contact James Chau on (Apply online only) or

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy
Copyright © Rengineeringjobs.com Job Board 2011  | Powered by JobMount Job Board Software