Key Accountability & Responsibilities :

- Maintain high performing service support functions including and Global IT Service Desk, End to End User Support, Desktop Support and VIP Support

- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems 

- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes Meeting Support

- Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability

- Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively Technical

- Lead the End User Support Management team to continually improve the computing environment

- Manage the desktop computing environment to ensure that laptops, PC- s, and other access devices are built and maintained to high standards of performance and security

- Ensure that patching and anti-virus updates are carried out promptly and effectively

- Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment Performance & Quality

- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

- Provide regular and accurate management reporting on IT Service performance

- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Qualifications/ Requirements:

- Graduate- B.E., BSc IT/Tech.

- In-depth knowledge of Service desk Operations and Facility Management Services

- Experienced Service Management professional with a passion for Service Improvement

- ITIL certified Qualified & Strong knowledge of ITIL disciplines

- Experience of managing 3rd parties and 3rd party delivered services

- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

- Excellent leadership and people management skills

Skills & Abilities:

- Excellent communication skills (both written and verbal)

- Effective presentation and should be able to translate and articulate IT risks in business terms

- Excellent documentation skills

Personal Attributes:

- Willing to learn new technologies

- Confident to deal independently with stakeholders across all levels including senior leadership

- Excellent time management, scheduling, and organizational skills

- Should be proactive and show initiative to go beyond defined work deliverables

- Self-motivated, should be to work with minimal supervision

- Self-starter and willing to take on new initiatives and responsibilities

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