Team Lead - Service Management APAC

IS&T Service Management

As the world around us changes in ways, and at speeds, unimaginable when Weir was founded almost 150 years ago, it’s important that, as a business, we continue to evolve and adapt accordingly. More than ever before, we rely on technology to run our business, provide solutions for our customers, and push the boundaries of our innovative culture. The Information Systems & Technology (IS&T) Transformation Programme will deliver the operating model, infrastructure, and security to support our people and customers, helping us to become the most admired engineering business in our markets

The Service Management function’s responsibilities focuses on improving customer experience, creating engaged customers, and facilitating growth and improvement.

Role Purpose :

As an End User Services (EUS) Engineer Team Leader, you will be a member of IT Service Management function and part of a diverse team, both in geography and experience.  The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues a delightful IT service experience. 

As EUS Engineer Team Leader you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers and third-party vendors to deliver service to the Weir business meeting or exceeding agreed service levels. Provide support to the regional Service Manager in the form of KPI and Service Metrics and provide line management responsibilities for a team of EUS Engineers. You will collaborate with team leaders in other regions to support a positive and consistent end user experience.

Key Accountabilities:

• Delivery of defined end user services (EUS) to support the Weir business to agreed service levels and in collaboration with vendors where applicable while maintain a polite and courteous manner

• Strive to excel by meeting or exceeding the Service Level Objectives.

• Job logging and recording all calls and related activity in Weir’s IT Service Management tool, ServiceNow.

• Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware, components and services, in accordance with defined roadmaps, strategies, policies and standards

• Liaise with internal stakeholders and vendors to manage maintenance planning and implementation (reactive and proactive) to minimize service disruption for EUS

• Deliver EUS infrastructure development / build activities (managed by Project Managers), including release and deployment management for new services

• Follow, Create and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs

• Manage the technical resolution of assigned EUS problems, incidents, issues and emergencies with third party vendors, and liaise with Service Managers to ensure stakeholders are kept informed of incident status

• Manage 4th level support escalations (to Original Equipment Manufacturer)

• Ensure EUS problems and resolutions are documented for future reference

• Work as a member of the wider IS&T team while collaborating with business users to develop and deploy EUS features

• Work within tight timelines with awareness of impacts on the organisation

• Provide first line management responsibilities for the ESU Engineers

• Support service reporting cycles to our customers

• Monitor the service desk queues for the region to ensure customers are receiving the right level of service

• Support the continuous improvement of the company knowledge base and service catalogue

• Drive adoption and use of CMDB within the EUS Teams

• Support the development of your team

Essential Criteria: Skills/Experience/Knowledge/Qualifications

• Minimum 2 years working in a level 2 role
• Tertiary IT qualifications, industry certifications and/or relevant work experience in a Level 2 IT support environment within a medium to large organisation.
• Experience in maintaining and remediating EUS services and seeking opportunities to improve EUS operations
• Experienced of working with dispersed teams across geographically and culturally diverse locations
• Team leader experience
• Considerable technical knowledge and experience in multiple aspects of EUS
• Technical experience across Windows 10, 11, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment. 
• Demonstrated experience in contributing to process improvement and efficiencies.
• Technical credibility and independent judgment and decision-making experience on EUS matters
• Ability to overcome challenges in remote working such as overseas locations, cultural differences, split time-zones to ensure positive interactions
• Drive and enthusiasm
• Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way
• Detail orientated when managing IT incidents and requests capturing clear and concise details.
• Analytical mind-set with personable disposition.
• Strives for resolution on first contact.
• Strong time management skills and an ability to prioritise and work without direct supervision
• Able to contribute to strategic debates, helping to identify and address future opportunities and challenges

Desirable Criteria: Skills/Experience/Knowledge/Qualifications

• Experience in other relevant EUS technologies:
  • PC Image definition and build
  • Application packaging and deployment
• Experience of working in Manufacturing, Mining or major corporation with complex IT environments
• Experience of working in a complex highly federated organisation
• ITIL Foundations Certification
• Excellent communication skills – written and verbal.