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Company Overview:
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.
Job Overview:
The Team Lead role is to support the team in the daily execution and planning of service operations to the set standards and ensuring compliance to support excellent service quality and customer engagement. This role is a full time, onsite position in an environment that consists of a large warehouse, data center and internal transport services.
How You Will Make An Impact:
- Ensure all operations are carried out in a proactive, compliant and effective manner
- Ensure compliance of operational execution in line with Standard Operating Practices and Work Instructions
- Plan and assign workload across all operation areas to the appropriate team members to ensure service quality and task completion
- Work alongside Team members to assist in workload execution, monitor quality, observer areas for improvement and support service knowledge growth
- Use operational Dashboard and Metrics to identify areas of performance gaps/challenge and areas for service improvement
- Monitor, track and report on service carrier security fees, key performance indicators and service level agreements
- Ensure the maintenance of 5S standard within all operational areas.
- Monitor, Track and report on all Safety Observations, Incidents and Safety Investigations
- Maintain the input to, upkeep and actions related to a Service Improvement Register
- Escalate all areas of service non-compliance in a timely and effective manner to support remediation, root cause analysis and long term correction
- Preform 121 performance management with all team members on a monthly basis
- Monitoring, Tracking and coaching for team compliance to the Service Standards
- Work with Service Delivery Leadership to plan and execute training of all team members to support the execution of their assigned responsibilities
- Monitor and proactively plan team workforce Utilisation & Capacity on a weekly basis to support service workload effectively
- Forecast for additional team future resourcing ensuring sufficient trained manpower capability
- Ensure the provision of excellent proactive customer service support to the Client and other operational teams as required
- Act as main point of contact for all Client escalations
What You Will Need To Succeed:
- HS Diploma or GED
- Proficient in MS Office (specifically Excel)
- Proven work experience as Manager of Operations covering supply chain management, inventory management, asset management, shipping, and large warehouse logistical operations
- Knowledge of organizational effectiveness and operations management
- Knowledge of safety within the workplace
- Knowledge of 5S practices
- Experience of resource planning and forecasting
- Customer Service experience
- Excellent communication skills
- Proven people leadership ability
- Outstanding organisational skills
Our Commitment to Diversity & Inclusion:
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
- Job description is subject to change.
