Regional Service Desk Manager

£70,000 | London | Permanent
Posted 21 days ago

Regional Service Desk Manager
Northampton or London

My client are a leading and global IT solutions organisation and they are currently on the lookout for a driven and experienced Regional Service Desk Manager to join them on a permanent basis. You will be a keen problem solver with strong attention to detail. As an already talented and successful Service Desk Manager you will have the ability to assess manifold elements and to create improved processes, efficiency and profitability as well as customer value and satisfaction. This role is critical to the successful delivery of service to the company’s major, international and global clients. So could this be you? Well then look no further as this is an excellent opportunity with an innovative, forward thinking and reputable company and this role could be yours!

The opportunity:
This role will not just be a typical Regional Service Desk Manager opportunity and is extremely pivotal in the strategic plans of the business. You will take ownership of the RSD processes and design and implement these within the organisation. A key part of your role will be working with key business stakeholders and building effective working relationships utilising your strong communication and influencing skills to ensure the best business critical decisions are made.

So what are the key skills needed?
• Management of Service Desk operators located across EMEA as well as direct reports.
• Input towards service delivery strategy and innovation.
• Passion and drive to improve processes and push for continual improvement.
• Advanced ITIL knowledge – ideally with an ITIL certification and demonstrable knowledge.
• Service Desk operation and management involving complex SLA’s and multiple resolvers
• Strong analytical and reporting skills.
• Proven negotiation, communication and leadership skills
• Ability to manage geographically dispersed teams and team members.
• Six Sigma/Lean or similar process design and improvement
• Fluent English – additional major European languages or Japanese an advantage
• ServiceNow knowledge and working experience a significant advantage
• Proven change and budget management experience
• Proven track record in Service Desk management in a multinational or global customer environment.
• Experience of streamlining, implementing, and globalizing policies and procedures that simplify and improve the delivery of services provided.
• Experience building and developing teams and processes.

So what are the next steps?
If this sounds like the role for you and you have the relevant skills then please do not hesitate to apply directly. You can also send a copy of your CV and interest to kirsty(dot)Hallett(at)interquestgroup(dot)com or give Kirsty a call directly on 0 1 8 9 2 5 5 3 4 7 1.

For more information about this role, please contact:

Kirsty Hallett
01892 553 471

See Kirsty Hallett's jobs
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