Onsite Team Leader

Onsite Team Leader – ICT Managed Services

Are you a client-focused IT professional who thrives on building relationships, leading high-performing teams, and delivering exceptional service? We’re seeking an Onsite Team Leader to oversee a team of engineers supporting multiple client environments, ensuring world‑class ICT delivery, operational excellence, and client satisfaction.

In this role, you’ll act as both a strategic leader and a trusted client partner — managing SLA performance, resolving escalations, and maintaining strong communication between technical teams and business stakeholders. This position requires a confident, service-oriented personality with the ability to manage diverse priorities while motivating and developing a skilled technical team.

Duties and Responsibilities :

• Manage end-to-end onsite service delivery, ensuring SLA compliance, service consistency, and client satisfaction.
• Lead, mentor, and develop onsite engineers and team leads, fostering accountability and professional growth.
• Serve as the key client interface — building strong, trust-based relationships and providing clear, solution-driven communication.
• Oversee resolution of complex technical issues, conducting root cause analysis and implementing preventative measures.
• Represent onsite teams in client governance and risk review meetings, presenting operational insights and improvement plans.
• Monitor service performance trends, identify recurring issues, and implement process and efficiency improvements.
• Collaborate cross-functionally with Service Delivery and Account Managers to identify optimisation and cost-saving opportunities.
• Prepare and present operational reports, SLA dashboards, and governance summaries for both internal and client stakeholders.
• Promote a culture of professionalism, ownership, and continuous improvement within the onsite service teams.

Minimum Requirements :

Working Model

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