Service Desk - Delivery

Role accountabilities:

- Leadership and Management:

- Enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets.

- Highlight areas for potential cost savings and for increasing profitability whilst building the profile and standing of the team operation.

- Take direct responsibility for leadership of team managers and team leaders

- Service Delivery

- Build a strategy for the Global Service Operations Team

- Act as a centre of excellence for all support activities, ensuring support is delivered to the highest standards, within budget, in accordance with all appropriate procedures/ regulations

- Operational Excellence

- Ensure that targets are exceeded, and operating level agreements are adhered to

- Be a champion for customer satisfaction raising awareness within the technology towers and following up on all complaints from users

- Supplier and External Engagement

- Pro-actively engage with internal and external customers and suppliers to develop a clear understanding of their requirements necessary for continual improvement of the Service Desk team.

Key Knowledge Points:

- Service Desk / ITIL processes

- The use and management of service desk systems

- Knowledge of service desk performance reporting techniques including the production of

dashboards and presentation of information to different service line stakeholders.

- Demonstrates high level of initiative; problem solving and organizational agility

Qualifications & Experience:

Required Qualifications:

- Bachelor's Degree

- Experience leading and growing a Global Service Operations team

- ITIL qualification at least at a foundation level.

- Management skills to successfully perform the planning, directing, reporting and administrative responsibilities of this position.