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About the role
Job Description:
Job Title: IT service Manager
Job Location: London, UK
Job Type: Contract
Manage the day-to-day operation of the Region Europe IT Service Desk – as part of a team of Service Managers. Taking direct management of the service in collaboration with other colleagues in the same role. Ensuring the provider teams are delivering a great customer service and issues are resolved as quickly as possible. Closely monitor the day-to-day performance of the Service Provider, identifying any areas of great work as well as concern and taking appropriate actions to remediate where required.
Acts as single point of contact for IT service related matters for specified markets.
Overseeing Service Operations function (Incident, Problem, Change management etc.) for Region Europe and take action on the results to mitigate/remediate risks to the individual markets to achieve continuous improvements by creating a proactive environment.
Using innovative thinking to identify possible process / service improvements to enhance the customer journey, identify cost benefits and to mature the service being provided.
Lead service take on activity for new services owning a number of requests for new service.
Review and decide actions on all chases, escalations and fast tracks received from the markets. Ensuring the relevant resolver groups actions are taken and resolve the issues whilst managing the user's expectations.
Contributes in the drive to reduce ticket volumes across all markets and to avoid unnecessary additional contractual costs. To ultimately reduce the number of Major incidents and recurring problems through effective and proactive Problem Management and Root Cause Analysis.
Contributes to Service Provider Operational Reviews as appropriate to ensure that all operational issues affecting services are addressed and actions identified, and are followed up on. Support and build the positive relationship with all parties in order to sustain a collaborative operating model.
Job type: Contract Reference: 20-03737
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