Senior Service Desk Manager- London
A global staffing company are seeking a Head of IT Production to join their experienced and forward-thinking team in the heart of London. They are seeking a Senior Service Desk Manager with experience managing the relationship of an offshore or outsourced service desk.
*Ensure the performance of all IT for the country in close collaboration with Business Partners and key Stakeholders. This includes the relationship management with the customers, the management of IT budget and resources as well as IT operations and delivery.
*Ensure the stability and performance of IT Operations in the country. Eg (non-exhaustive list) Phone, local network, local applications and underlying infrastructure
*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.
*Ensure the delivery of a consistent and highly cost effective end to end workplace provisioning service across the region, in accordance with the "Branch Office" Services as described in the Company's Service Catalogue
*Ensure the delivery of reliable connectivity (LAN/WAN) up to the office workplace (physical devices at the desk of the end-user), everywhere, anywhere according to agreed SLA's. This includes the connectivity to the physical locations (e.g. branches; head-quarters) as well as delivering fixed and mobile telecommunication solutions to the end-user
*Represent IT Production in regular IT country meetings chaired by Regional Head of IT.
*Attend 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
*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 execute IMACD / soft IMACD activities
*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)
*Networking (Wired and Wireless, incl. Cabling Standards)
*Communications (Incl. Voice, VOIP, IVR, CTI etc.)
*End User Devices and Tools related to networking
*Security (incl. Firewall, Proxy servers, IPS, Content Filtering, DNS etc.) if applicable
*Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and team work
*Ability to act under strong pressure and to manage efficiently crisis situations
Professional & Leadership Experience:
*Minimum 3 years of experience in a IT Production position of comparable complexity
*Minimum 5 years experience managing large scale contracts with tier 1 vendors
*Minimum of 3 years experience managing IT Operations/Production elements of internal and external Audits
*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
Education & Training
*University degree preferably in technical subject or any comparable education.
*ITIL 3 certification or Equivalent experience
*Project Management education and experience
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.