Responsibilities:

Client Account Ownership:


Longer term / strategic oversight and planning of your account Portfolio - planning for and maximising retention and growth in your Sector, through strong partnerships with your GTM colleagues and support/mentoring of your Delivery Owners.
Strong governance, and where necessary, intervention, of the Accounts within your Portfolio - You are... accountable for the Operational Health of all of your Accounts ensuring they are meeting/exceeding all Quality metrics all of the time. Any deviation from a green status must be managed back to green within 60 days
You will sit as a senior stakeholder on QBRs for appropriate accounts ensuring leadership representation from CloudFactory
Proactively identifying and managing business risk related to Service Delivery within your portfolio, including managing and liaising with Stakeholders across the company (cross functional)
Proactive planning and execution of business and people related risk and change management
Planning the deployment of people and resources to fulfill the needs of your Accounts and any new ones as your Portfolio grows
You are responsible for identifying the cause of Churn, any lessons learnt, and for bringing those learnings to the DLT as actions for the wider business to implement.
DRiving actions to ensure growth stability quality first whilst achieving all metrics across your portfolio


People Leadership:


You are responsible for all Delivery Owners within your Portfolio - managing those team members to maximise for high performance and core team satisfaction against CloudFactory values and principles, as well optimise for utilisation and efficiency.
Support your DLT in cultivating and fostering a growth environment that invests in people, encouraging and supporting your team members to develop through stretch goals, frequent feedback, and effective coaching
Supporting, leading and coaching your team to ensure maximum performance of their people on a continuous basis. Growing talent and supporting low performance to succeed
Supporting, encouraging and role modeling strong team working across locations and functions both for your direct reports, peers and across the business


Requirements

Knowledge:


Career Development Plans creation and support
Performance management of low performers
Grow talent and succession plan within your team and the wider team
Business 2 Business service environment
Create a positive work environment, maintain team morale, and establish healthy working relationships with team members


Skills and Experience:


Experience at senior Leadership/ Management level in a service oriented environment
Experience of leading teams virtually on a global scale
Ability to work under pressure and manage multiple tasks simultaneously
Outstanding communication skills with the ability to communicate at all levels
Attention to detail
Drive deliverables through collaboration and cross functional team work
Demonstrated proactive leadership of Delivery objectives more

Description
This exciting, fast paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join the Global IT Service Delivery Team, part of the CloudFactory’s Global IT Team. This team provides IT support services to all end users across the globe.
This role... offers an individual with the basic IT skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.
CloudFactory’s focus is to grow a first class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24x7.
The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.
Essential Functions:
Delivery of Support Services

Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service.
Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
Interact with end users to resolve IT related issues and provide IT Support in a timely manner in line with the defined Service Level Agreements (SLAs) and the same is adhered by the Help Desk analysts. The modes of support provided will include the use of remote-control software and email or phone call or chat support to CloudFactory’s pan Global user base.
Provide end-user IT support for all internal CloudFactory employees, ensuring that the end-to–end customer experience is positive, consistent and high quality.
Performing basic and intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
Escalate complex incidents to appropriate 2nd line or 3rd line Global IT Service Delivery team members in line with department-wide and company-wide policies and procedures to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs).
Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.
Collaborate with other Global IT teams like the Enterprise IT, etc. as required especially when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on Enterprise Level.
Responsible for the management of all IT issues assigned to them through the ITSM system and ensuring that the status and history of issues are monitored, updated and closed on completion.
Provide both remote and on-premise desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.
Provide technical and administrative assistance for all IT managed On-premise or SAAS based solutions or applications.
Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
Responsible for ensuring that all IT policies and procedures are followed.
Adhere to the IT security and compliance processes in line with CloudFactory’s policies and regulations.
Follow IT procedures, maintain documentations and standards and contribute to IT asset
management as required.
Undertake any other duties as assigned of a similar level and responsibility as may be required from time to time.
As part of continued development, the role will require ad-hoc project work to be carried out.

Location/Mobility

The post holder will not be required to travel between CloudFactory offices as this is a remote support role.

Data Protection

The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

This job description is not exhaustive and can be altered in consultation with the post holder.
The post holder will be required to work in shift based schedules which may include working on weekends and public holidays.

Requirements

1.5 - 2 years’ experience within an IT Support/Service Delivery environment.
Bachelor’s degree in Science or Computers or equivalent.

Desirable

1 year experience in the Applications Support environment.
Foundation Certificate in ITIL.

Skills/Knowledge
Essential
The ideal candidate should possess the basic or intermediate level of working knowledge and hands-on experience on the following aspects:

Basic level of technical experience in the following areas:

Remote and On-premise technical support for Windows/Linux/MAC environments
G-SUITE Applications
Desktop Applications
Antivirus technologies
Active Directory services
Internet technologies (WWW \ FTP \ EMAIL \VPN etc.)
Basic Networking protocols TCP/IP


Hands-on experience working in one or more ITSM toolsets
Proven expertise in reducing call volumes through trending and service improvement.
Previous experience working within a customer-focused environment is essential.
Strong fault finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
Good verbal and written communication skills (English)
Excellent email/chat/telephone etiquette and good interpersonal skills.

Desirable

Microsoft Exchange and O365
Knowledge or exposure on Client Management Tools
Awareness on Cloud Infrastructure services like AWS etc.
Knowledge of ITIL framework

Personal
Essential

Customer-focused approach to dealing with service and incident requests.
Ability to work effectively with various types of end-users.
Ability to work under pressure efficiently.
Ability to multitask, prioritize and manage workload.
Self-motivated and self-reliant with ability to work independently.
Excellent attention to detail and be proactive, hardworking and patient.
Ability to excel both independently as well as part of a team.
Professional –punctual, reliable, trustworthy, inspires confidence.
Applicants should have willingness toward self-improvement and continuous learning.

Reporting Line

The post holder reports into Global IT Service Delivery Manager.

Benefits

Great Mission and Culture
Meaningful Work
Market competitive salary
Quarterly variable compensation
Remote and Home working
Commuter/home office, internet and airtime allowance
Comprehensive medical cover including dental, vision and emergency benefits and an annual Health Spending Account
Group life insurance
Personal development and growth opportunities
Office snacks and lunch
Periodic team building and social events more

Description
The Talent Operations Associate - Shared Services is responsible for providing efficient, comprehensive and accurate HR Support within the Shared Service team to all CloudFactory employees across different locations  in collaboration with the Global Talent Team. This includes HR administrative support in all CloudFactory Talent Processes, Employee Documentation and Employee-Related ... Data.  
Major Responsibilities: 

Undertake accurate and timely employee administration/transactional processes, including; making changes to individual terms and conditions, document processing, onboarding, offboarding, internal mobility etc
Liaising and working collaboratively with Global Talent Team (Talent Business Partners and Heads of Talent across locations) to provide an efficient and effective services 
Input information and  maintain documents, employee records and data on HRIS  to agreed procedures and compliance standards 
Ensure that all BambooHR  and other Talent Databases  are accurately updated and maintained.
Regularly conduct audits on BambooHR and Talent Databases to ensure that we are compliant with ISO 9001, ISO  27001, SOC 2 Standards and local employment laws.
Preparing Shared Service related reports for the stakeholders enabling them to take important decisions based on various facts and trends. 
Provide excellent service to employees by answering questions, resolving issues, and providing information.

Requirements

Attention to detail.
Excellent organizational skills
Customer focus.
Strong communication skills.
Problem-solving abilities.
Teamwork and collaboration abilities.
Proficient with or the ability to quickly learn the organization's HRIS, G-Suite and similar employee management software.
Ability to manage time and tight schedules, work effectively under pressure. Using own initiative, with a creative approach to problem solving.

Education and Experience:

Bachelor's degree in Human Resources, Industrial Psychology, or related field required.
At least 1-2 years of experience in a similar  role

Benefits

Great Mission and Culture
Meaningful Work
Market competitive salary
Quarterly variable compensation
Remote and Home working
Commuter/home office, internet and airtime allowance
Comprehensive medical cover including dental, vision and emergency benefits and an annual Health Spending Account
Group life insurance
Personal development and growth opportunities
Office snacks and lunch
Periodic team building and social events more

Team Mission
The Success Manager plays a crucial role in supporting the onboarding and engagement of Cloud Worker teams within our organization. As a Success Manager, you will be accountable for ensuring that groups of cloud workers are onboarded and integrated into the organization by enabling them to form teams, develop strong bonds, and build trusting relationships to enhance their engagement... and productivity.
Your focus will be on orchestrating their journey, through a holistic approach which involves combining the three main elements together into a single experience to create a sense of belonging and accountability.
 

Earning - where we support the CloudWorkers with opportunities to earn on CloudFactory work streams delivering outstanding work for clients;
Learning - where we engage our workforce in personal and professional growth and development programs
Serving - where we create platforms for the workforce to be able to give back to their communities in a meaningful and impactful way.

Key Responsibilities:

As a success manager, you will be responsible for the following:

Coordinate the onboarding process for cloud worker teams, ensuring a smooth transition into the organization. Facilitate initial “ welcome” onboarding session providing an overview of the organization, its values, teams’ setting, and goals. Ensure the assignment of “onboarding courses” that CWs will need to complete within the specified timeline.
Liaise and coordinate with the recruitment team to support recruitment campaigns with partner organizations. Be present at the events to provide engaging introductions about CF, the work that we do, and the teams’ culture.
Ensure cloud workers teams understand their roles, and responsibilities, and how they contribute to the organization's objectives of high performance. Foster a collaborative and inclusive team environment among cloud workers. Encourage teamwork, communication, and knowledge sharing within teams. Examples include facilitating team bonding and motivation by creating quarterly events and networking opportunities that will bring teams together to build relationships, for celebrations and recognitions as well as learning forums.
Support with the facilitation of team meetings in the initial onboarding stages where you can discuss progress, challenges, and opportunities for improvement. Support the team through their forming stages, helping them define roles within the team.
Provide support for resolving team challenges/conflicts, reassignment of team members, and addition of team members where needed.
Assist cloud workers in setting and achieving their earn, learn, and serve goals during the onboarding phase. Guide them in understanding the importance of meeting these goals for personal and professional growth.
Support teams in becoming self-managed within three months by promoting autonomy and accountability through coaching.
Create and nurture partnerships with external organizations that align with our values and goals. Collaborate with these organizations to identify community service projects that teams can participate in.
Coordinate and facilitate team involvement in community service initiatives, promoting a sense of social responsibility and engagement.

Key Performance Indicators (KPIs):

Team onboarding and integration success rate through
Time to productivity: Measure the time it takes for new team members to become fully productive in their roles
Quality of work: Assess the quality of work produced by new team members. Are they meeting the standards and expectations of their roles
Retention rates: Analyze the retention rates of newly onboarded team members
Employee satisfaction surveys: Conduct surveys or interviews with new team members to gauge their level of satisfaction with the onboarding and integration process. Ask for feedback on their experience, the support received, and any areas where improvement is needed.
Achievement of onboarding objectives: Establish clear onboarding objectives and evaluate the extent to which they are achieved. These objectives would be defined by the earn, learn and serve goals that we define.
Self-management attainment rate within the specified timeframe.
Overall team health of the workforce determined by Earn, Learn and Serve metrics.

Requirements

Bachelor's degree in a relevant field (e.g., business administration, human resources, organizational psychology) or equivalent work experience.
Proven 2-3 years experience in team management, preferably in a dynamic and diverse work environment.
Solid interpersonal and communication skills, with the ability to build rapport, resolve conflicts, and influence individuals and teams positively.
A deep understanding of team dynamics, motivation theories, and organizational behavior.
Experience in fostering trust, collaboration, and accountability within teams.
Ability to balance the needs and goals of individual team members with the overall objectives of the organization.
Familiarity with performance management systems, feedback mechanisms, and goal-setting processes.
Excellent problem-solving skills and the ability to adapt to evolving circumstances.
Proficiency in project management and collaboration tools.
Passion for continuous learning and keeping up-to-date with industry trends.

Benefits

Great Mission and Culture
Meaningful Work
Market competitive salary
Quarterly variable compensation
Remote and Home working
Commuter/home office, internet and airtime allowance
Comprehensive medical cover including dental, vision and emergency benefits and an annual Health Spending Account
Group life insurance
Personal development and growth opportunities
Office snacks and lunch
Periodic team building and social events more