Service Delivery Manager (Global Service Desk)

Recruiter
RPS Group
Location
Abingdon
Posted
14 Mar 2019
Closes
29 Mar 2019
Contract Type
Permanent
Hours
Full Time
RPS is going through an exciting period of transformation and we are looking for an experienced Global Service Delivery Manager to work as part of a team alongside in-region IT Directors. You will manage all aspects of the Service Desk dealing with support for colleagues across RPS globally and be an ITIL process champion.

This role is to manage the performance of services & support colleagues and clients to ensure that service levels are achieved. The team is based in several geographies and will have a direct reporting line to you and is matrix-managed in-region by a team leader and the regional IT directors.

You’ll ensure that colleague and client expectations are met/exceeded and be responsible for ensuring that staff; are meeting and exceeding expectations regarding performance; meeting defined metrics/benchmarks: following standards and processes; observing protocol to provide effective customer service; meet requirements through an ITIL framework. You will ensure incidents are logged accurately and passed to second line support teams, manage ticket systems and be responsible for colleague and client communications for service alerts and maintenance. We will need you to drive continuous improvement to bring the support service closer to our colleagues and clients.

Key Responsibilities:

* Oversee 100% of the requests, incidents and problems globally.

* Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation. Determine root cause of issues and communicate appropriately to colleagues and clients

* Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development and plans.

* Build (from other departments) training material for support staff. Interact with internal and external colleagues and clients as required to escalate or communicate

* Provide data and reporting of KPIs and trends to Service Desk, 2nd Line, other resolver groups and technology team and colleagues in ad-hoc, weekly, monthly and as needed.

* Drive Ticket Deep Dive and develop strategies for improvement and shift-left.

* Work to make Service Desk the single source of truth and service delivery channel for technology in RPS.

* Monitor and manage phone queue (participating in escalated calls as needed).

* Develops Service and Business Level Agreements to set expectations and measure performance.

* Develops an effective and workable framework for managing and improving support in the organisation. Takes part in the transition to service ensuring safe landing of new solutions or services

* Manage process for communicating outage/emergency activities to the organisation.

* Manage vendor relationships as it depends on daily operational needs.

* PO review and approval/budgeting responsibility.

* Review survey feedback to improve services, tools and support experience.

* Profile

* Drive to deliver an outstanding support service

Ideal skills and experience:

* Previous team management experience and proven track record as a Technical Service Desk Manager

* Ideally educated to degree level in IT and/or computing technologies

* Excellent understanding of O365

* ITIL Manager’s certificate or equivalent

* A leader who is focused and results orientated

* Delivery focused and committed to improving all aspects of the support experience for our colleagues and clients

* Excellent communication and stakeholder management skills

* An 'active' listener, highly professional, motivated with a strong work ethic and a positive and enthusiastic attitude

* Dedicated and able to work to deadlines

* Can work both as part of a global team or under own initiative

* Takes ownership of own actions and performance

* A positive attitude to problems and incidents in a high-pressured environment

What we offer you:

We will provide you with a flexible, friendly and creative environment to develop your skills and challenge yourself. We support our people to innovate, collaborate and build meaningful careers. Our network of people and knowledge will expand your horizons and give you access to a variety of interesting projects.

Our employees are rewarded with competitive salaries, opportunities to invest and many other benefits including: 24 days holiday + bank holidays, Option to purchase up to 5 extra days per year, Company pension scheme, Private Healthcare, Group Disability Scheme, Share Incentive Scheme, Life Assurance, Cycle to Work Scheme, Health Screening, Employee Assistance Programme, Professional Memberships

About RPS:

RPS is a leading global professional services firm of 5,600 people. We define, design and manage projects that create shared value in a complex, urbanising and resource-scarce world. Connecting with our global expertise we make it easy for our clients to create winning solutions for their communities and their clients. By being confidently pragmatic we solve problems that matter. We make complex easy

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