Management
General Profile
- Supervises the daily activities of support or operations team members
- Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- Problem solving is guided by policies and procedures; receives guidance and oversight from manager
- Does not typically perform the work supervised
- Manages professional employees and/or supervisors
- Has accountability for the performance and results of a team within own area of specialty
- Adapts departmental plans and priorities to address resource and operational challenges
- Decisions and problem solving are guided by policies, procedures and department plan; receives guidance from manager
- Provides technical guidance to employees, colleagues and/or customers
- Provides leadership to managers and professional staff
- Is accountable for the performance and results of multiple related teams
- Develops departmental plans, including business, operational and/or organizational priorities
- Decisions are guided by resource availability and organizational objectives
Business Acumen
- Applies operational business practices and coordinates with other closely related areas to improve efficiency
- Applies understanding of the business and how own area integrates with others to achieve departmental objectives
- Applies knowledge of key business drivers and the factors that maximize department performance
Leadership
- Has formal supervisory responsibilities; coordinates resources and sets daily priorities to meet operational objectives
- Manages one or more generally homogeneous teams; adapts department plans and priorities to meet short-term service and/or operational objectives
- Manages multiple related teams, sets departmental priorities and allocates resources to align with business objectives and annual plan
Problem Solving
- Uses judgment to identify, troubleshoot and resolve day-to-day technical and operational problems
- Identifies and solves technical and operational problems; understands and recognizes broader impact across the department
- Identifies and solves complex, operational and organizational problems leveraging the appropriate resources within or outside the department
Impact
- Guided by policies and procedures, impacts the quality, efficiency and effectiveness of own team and its contribution to the department
- Guided by policies and departmental plan, impacts the team’s ability to achieve service, quality and timeliness of objectives
- Guided by organization functional business plans, impacts the department results by supporting and funding of projects, products, services and/or technologies
Interpersonal Skills
- Explains information, conveys performance expectations and handles sensitive issues
- Guides and influences others either internally or externally to adopt a different point of view
- Influences managers and leaders to take action and/or negotiates with external partners/vendors/customers