Vacancy Description:
Etica Are looking for a Global Service Manager with Extensive Service Desk experience to join a Global Company.
Responsibilities:
*To be responsible for the ownership of the operational relationship with the IT Service Desk provider delivering both local and global service desk services.
*To work as part of a global programme team in the definition of sourcing and management of service desks within the company.
*To develop and drive best practice in service desk operations within the company globally by use of consistent tools, processes and communications
Principal responsibilities:
*Provide a single point of contact to my clients service desk provider for the provision of service desks services into my client.
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*Monitor quality of delivery from service provider. Ensure services are delivered as per SLA s
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* Carry out formal quarterly reviews of service provider performance. Monitor and report on supplier workload and performance for internal management purposes.
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*Carry out service improvement initiatives based on feedback of stakeholders
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*Manage relationship with the Help Desks and first line of support
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* Understand the existing disparate service desk organisations and operations and engagement with my clients management teams to understand current challenges
*Help to define requirements for the standardised sourcing and operations of service desk services
*Manage project activities relating to the above including engagement with potential third party service providers and internally with existing service management and support organizations
Key Interfaces:
*Head of Incident & Problem Management: service escalations, monthly service reporting, design of the support and problem and incident process escalations. Close engagement with my clients IT programmes for infrastructure delivery transformation in order to define and develop the requirements for sourcing of Service Desk services within my clients company and the eventual selection and delivery of services from a chosen partner.
Required key skills (functional/technical):
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*Understanding and experience of operating in an ITIL based environment
* Ability to understand the operational requirements and organisations of third party suppliers in their delivery of service desk services
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*Ability to create or maintain effective relationships within both Suppliers and internal ISTgroups as required to effectively liaise with both groups.
* Strong organisational awareness and understanding
*Ability to learn and absorb knowledge rapidly.
*Ability to work under pressure and manage conflicting priorities in an ever changing environment
? Demonstrates customer orientation and continuous improvement skills
Skills & Experience needed:
* At least 10 years professional IT and/or IT Service Management Experience
*Educated to university degree level
*Established track record of service management roles including service desks
*Significant experience working in an international environment and in a matrix organisation
*Significant experience working with third party supplier organisations for the delivery of IT services
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If you are the Global Service Desk Manager please send your CV to daniella.goodwin@etica.co.uk
or call me on: 01179174581