Team Lead- Outsourcing

The Team Lead Outsourcing is responsible for leading outsourced resources, managing customer relationships, ensuring service quality, and supporting business growth. Acting as the main point of contact between customers, management, and technical teams, the role ensures effective resource allocation, customer satisfaction, and continuous service improvement.

Key Responsibilities

1. Customer & Service Management

• Maintain regular communication with customers.
• Conduct service reviews and monitor satisfaction.
• Manage operational escalations and service quality.
• Understand current and future customer requirements.
• Ensure alignment between customer expectations and delivery capabilities

2. People Management

• Lead and support outsourced team members.
• Manage leave planning, backup coverage, and business continuity.
• Conduct performance reviews and development discussions.
• Support training, certifications, and career progression.
• Promote employee engagement, retention, and a positive team culture.

3. Resource Planning

• Manage resource allocation across customer accounts.
• Maintain visibility of skills, certifications, availability, and backup capacity.
• Anticipate staffing needs, resource gaps, and recruitment requirements.
• Ensure the right profile is assigned to the right customer.

4. Technical Coordination

• Understand customer technical requirements.
• Define the appropriate skill set and resource profile.
• Coordinate with infrastructure specialists when advanced expertise is required.
• Ensure consistent service delivery and technical quality.

5. Business Development

• Identify new customer needs and growth opportunities.
• Support account expansion and additional resource placements.
• Contribute to proposals, quotations, and customer presentations.
• Work with sales teams to develop outsourcing opportunities.

Requirement: 

• Minimum of 3 years experience in a role of Team Lead within the IT sector.
• People management experience
• Good customer relationship and good communication skills.
• Holder of a valid driving license