Team Leader

Job Description

We are looking for a Team Leader / Service Delivery Manager to lead a team of network security specialists and ensure the quality, continuity, and ongoing improvement of services delivered to clients. This role combines team leadership, project coordination, and operational oversight of incidents and service requests.

Key responsibilities

Team leadership

• Lead, support, and develop a team of network security specialists, fostering a collaborative and motivating environment.
• Hold weekly meetings to review team performance, address issues, and encourage knowledge sharing and innovation.

Project and team management

• Coordinate network security projects and ensuring that objectives are met within agreed deadlines.
• Manage exceptions and specific client requests, ensuring compliance with security standards and company policies.

Service delivery management

• Ensure the quality and continuity of network security services provided to clients.
• Manage escalations and client feedback, facilitating the timely resolution of incidents and concerns.
• Oversee incident and service-request ticket management, ensuring rigorous follow-up and effective communication with clients.

Technical expertise

• Provide expertise in network security and keep up to date with relevant trends and technologies.
• Act as a technical point of reference for the team, providing guidance and support in resolving complex incidents.

Continuous improvement and reporting

• Implement continuous improvement initiatives to optimise team operations and enhance client satisfaction.
• Prepare regular reports on team performance, incidents handled, and service levels for management and stakeholders.

Qualifications

• Ability to lead, coach, and develop teams.
• Strong project coordination and prioritisation skills.
• Client-service orientation and focus on client satisfaction.
• Effective communication and escalation-management skills.
• Knowledge of network security and the ability to support the resolution of complex technical issues.
• Focus on continuous improvement and performance analysis.

Additional Information

Our workplace reflects the vibrant spirit of our locations, with initiatives such as a Green Transportation Budget, electric bikes and a flexible Hybrid Work Policy. We promote wellbeing through the Honolulu Wellness Club, a Prayer Room, a Lactation Room, and themed Villages that inspire creativity and collaboration. Through our ESG and DEI strategies, we are commit to being inclusive, caring, and fair, ensuring every voice is heard and valued.