Managers and Team Leaders have many responsibilities:
Team Identity – creating a team identity will have you focusing on the team objectives, the creation of team and operational processes and procedures, and the promotion of the team to key stakeholders.
Team Building – building an effective team involves identify roles, responsibilities and skill sets, arranging recruitment and on-boarding of new team members, assigning responsibilities and priorities, fostering teamwork, and providing an open door policy.
Team Member Training – training team members will include on-the-job training and cross-skilling, creation of up-to-date operational and organisational processes and procedures, and the promotion of knowledge sharing.
Team Member Performance – monitoring, evaluating and developing team members will involve regular performance reviews, to identify areas for improvement, and to provide professional development opportunities.
Daily Operations – managing day-to-day operations requires you to be aware of the running status of systems and processes, and the impact of any new operational demands.
Resource Management – requires allocation of team resources to projects and significant activities based on suitability and availability, identifying team resource availability and constraints, and providing key stakeholders with a resource report for planning and renegotiating of resources and timelines.
Change Management – reviewing and approving change management requests requires you understand the ITIL processes, to assist the team with planning changes, and to ensure the change follows approved practices and key stakeholders are informed.
Management Reporting – keeping management up to date on the team activities and constraints requires you to maintain a list of current and future planned projects, provide a weekly report for the team, and attend fortnightly Leadership meetings.
Productivity and Efficiency
Monitor Deliverables – to monitor deliverables involves you identify all team activities and projects, determine their timeframes and priorities, deal with any conflicts, confirm and approve change management, and provide the team (and anyone else who is interested) with a very visible list of immediate priorities.
Dealing with Issues – to effectively deal with issues you must understand your role as an escalation contact for service delivery, an investigator of system and process failures, and implementer of action plans.
Continuous Improvement – to improve productivity and efficiency you should always looking for ways to standardise and clarify systems and processes used by your team and stakeholders.
Identify Key Stakeholders – to identify stakeholders you will need to find people who have an interest or concern about your team and/or service. Stakeholders are identified from within your Leadership Team, associated Team Leaders, Key Customers, and External Vendors and Organisations.
Interact with Key Stakeholders – the best approach I have found for building relationships with key stakeholders is to allow them to dictate the agenda, the frequency, and the means for contact; and then for you to make those contacts a priority. Regularly catch-up with stakeholders to discuss the priorities, expectations, latest developments, and any areas of concern.
Collaborate with Key Stakeholders – collaborating with key stakeholders involves identifying stakeholders with similar needs and/or constraints, and bringing them together to collaborate and/or resolve an issue.
Customer Engagement – to understand our customers requires a lot of engagement and feedback. Regular catch-ups to discuss requests, issues and potential areas of interest are given priority.
Services and Support – to build trust in your services requires an understanding from the customer’s perspective, a desire to continually improve services, and a focus on improving the customer support experience.
Customer Satisfaction – to ensure you retain customer satisfaction requires availability to discuss concerns, analysis of customer feedback, and the creation of support improvement plans.