Global IT Operations & Service Delivery Role - Enterprise Technology Group

Job Description

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 skillsSkills & 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,

Keyskills :
itil certifiedservice deliveryend user supportquality of serviceservice deskit service deskservice improvement plansdesktop supportuser supporttime management