Senior IT Service Desk Manager

Spring Personnel
12 Feb 2017
12 Mar 2017
Contract Type
Full Time
Senior IT Service Desk Manager
£Competitive Salary + perm benefits

An industry leader in staffing and employment is currently recruiting for a ITIL certified Senior IT Service Desk Manager to ensure the stability and performance of IT Operations in the UK and Ireland. The subsequent hire will build and maintains strong relationships with IT Production Vendors ensuring that they meet or exceed their contractual obligations by delivering quality services/products on time.

The Senior IT Service Desk Manager will be working on a very complex outsourced service desk so previous experience is needed in that. Alongside that the vendor's contract that is currently supporting the organisations service desk is up for renewal in 2018 so ideally this person will be involved in the potential future contractual decision for the Service Desk.

Main Tasks & Responsibilities:
*Represent IT Production in regular IT country meetings chaired by Regional Head of IT.
*Attend country board meetings to present status of IT Production and action plan progress if
*required by the Regional Head of IT or other local board members
*Participate to steering of local IT Production projects and projects involving IT Production resources (including 3rd party vendors).
*Permanent member of the country Change Advisory Board
*Key contact for local operations escalations
*Identify and execute pro-active actions to ensure continued stability and performance
*Managing local IT Production budget (budget, forecast and actuals)
*Help to cover for other Country IT Production Managers as needed.
*Work closely with BPs and Business Leaders to ensure direct feedback from business
*Provide recommendations that will ensure a customer focused, consistent and cost effective IT
*Production services
*Direct teams or suppliers that deploy and maintain infrastructure that support opening, moving and closing of physical locations
*Responsible for IT elements of end user printing / Branch office printing
*Responsible for end user Voice devices and branch telephony support (excluding Voice/Data from a carrier perspective or the telephony solution itself as this will be in Network)
*Ensure Service Desk is run in accordance with agreed Service Level Agreements and is compliant with audit requirements (internal & external) and local regulations within the respective country
Implementation and execution of the overall IT Production strategy within the country
*Manage the efficient operation, maintenance and support for the following defined technology areas in the country:
oNetworking (Wired and Wireless, incl. Cabling Standards)
oCommunications (Incl. Voice, VOIP, IVR, CTI etc.)
oEnd User Devices and Tools related to networking
oSecurity (incl. Firewall, Proxy servers, IPS, Content Filtering, DNS etc.) if applicable
oFixed and mobile telecommunication solutions
oInternet access and capacity
*Create and drive clear strategy around driving Continual Service Improvement across all IT Production Services.
*Create and drive a clear governance structure for all IT Production Vendors, ensuring Service Levels are met or exceeded.

Professional & Leadership Experience:
*Minimum 3 years of experience in a IT Production position of comparable complexity
*Excellent and broad technology knowledge
*Excellent Infrastructure and Operations background
*Proven track record and experience of successful management of technical teams including career development, performance feedback and evaluation
*Experience in working within a Global company
*Experience in owning and managing a substantial Budget
oMinimum 5 years experience managing large scale contracts with tier 1 vendors
oMinimum of 3 years experience managing IT Operations/Production elements of internal and external Audits

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.