Team Lead, Technology Operations (Midshift)

The Team Lead provides hands-on operational and people leadership for an assigned portfolio of programmes and regional oversight. The role ensures effective ticket delivery, SLA performance, workload prioritisation, programme readiness, stakeholder confidence and consistent global standards. The Team Lead balances service ownership with coaching, accountability, risk management and continuous improvement, adapting execution to programme complexity and business needs.

Key Responsibilities:

Portfolio, Service and Stakeholder Leadership

• Own Technology Operations delivery and relationships for assigned programmes, serving as the primary point of contact for Programme Managers and key stakeholders. • Build and maintain effective relationships with stakeholders across all regions, time zones and functions, adapting communication style to different audiences while ensuring priorities, risks, decisions and expectations are clearly understood and aligned. • Understand how operational decisions affect client outcomes, service quality, risk, capacity, and broader business objectives. • Maintain visibility of priorities, demand, dependencies, risks, and upcoming changes, proactively communicating impacts, recommendations, and mitigation plans. • Establish clear expectations, drive accountability, and ensure stakeholder obligations are met. • Apply strong critical thinking and decisive problem-solving skills to navigate roadblocks and changing project requirements • Champion innovation and continuous improvement by building programme and platform expertise across the team, leveraging technology tools, data and process enhancements to develop scalable solutions that improve operational efficiency, service quality, and business outcomes. • Ensure programme knowledge, support documentation, processes and operational expertise are maintained, shared and transferred effectively to reduce key-person dependencies and support consistent service delivery

Workload, Ticket and SLA Management

• Direct and prioritize work across Senior Analysts, Analysts, and Support Coordinators based on urgency, complexity, business impact, capability, and capacity, while supporting triage activities as needed. • Monitor ticket portfolio performance, SLA attainment, aging trends, ticket quality, documentation standards, and work progression, ensuring clear ownership, effective handovers, and timely escalation management. • Conduct regular quality reviews, provide actionable coaching, and track completion of agreed improvement actions. • Coordinate coverage across regions and time zones, ensuring continuity during absences, workload shifts, and significant programme activities. • Translate complex issues, competing priorities, and operational data into clear actions, ownership, and decision points. • Lead programme strategy calls, operational reviews, and Tech Champs sessions, ensuring decisions, actions, owners, and due dates are clearly documented and tracked. • Foster a culture of accountability, responsiveness, and proactive problem-solving through effective planning, documentation, communication, and follow-through. • Maintain composure and adaptability when facing shifting business goals, tight deadlines, or operational uncertainty.