As an Azure Cloud Support Services Team Lead, you play a meaningful role in aligning local and global strategies to ensure the delivery of top-tier cloud services. You will supervise project outcomes, manage daily operations, and balance workloads effectively while fostering a positive and encouraging work environment. Your leadership will drive process improvements, maintain service quality, and ensure adherence to operational procedures, all while proactively addressing challenges and handling customer's problems. With a strong focus on performance tracking and reporting, you will support the professional development of your team, ensuring continuous growth and satisfaction.

Core Responsibilities:

Leadership & Team Management:

• Leading, mentoring, and inspiring a high-performing team, encouraging engagement and job satisfaction.
• Be responsible for service delivery, ensuring adherence to important metrics, quality standards, and operational procedures.
• Act as the primary liaison between customers/countries and delivery teams, handling user problems effectively.
• Balance workloads, optimise team utilisation, and ensure fair resource distribution.
• Support individual and team growth through structured training, goal-setting, and performance management.
• Contribute to recruitment by identifying and attracting top talent.

Operational Excellence & Process Adherence:

• Ensure flawless execution of daily operational activities and 100% compliance with defined processes.
• Analyse service quality, drive continuous improvements and implement feedback-based initiatives.
• Define, document, and roll out new services and tasks while ensuring effective knowledge transfer.
• Plan and implement training programs to maintain a skilled workforce.
• Manage team efficiency, balancing leave and workload to ensure uninterrupted service delivery.