Regional Service Manager

Job Title: Regional Service Manager

Reporting to: Global Delivery Manager

Minimum Experience – 14+ Years of IT Delivery Management

The IT Service Delivery Manager oversees a number of key functions within the Client location that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a Client facing role, and requires that you establish and manage expectations within the business and drive the IT Onsite Site Services team to achieve those expectations to a high standard.

Responsibilities

• Service Management

• • Maintain high performing service support team of 100+ team members including and Onsite Desktop Support and VIP Support

• • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

• • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

• • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

• • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

• • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

• Meeting Support

• • Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

• Technical

• • Lead the Onsite Desktop Management team to continually improve the End user computing environment

• • Manage the Onsite desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

• • Ensure that patching and anti-virus updates are carried out promptly and effectively

• • Work with the Technical Design team, Central Services team evolve standards for hardware, software and security in the desktop environment

• Performance & Quality

• • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

• • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

• • Provide regular and accurate management reporting on IT Service performance

• • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

• • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

• Qualities and Skills required

• Essential

• • Able to demonstrate the ability to undertake the above responsibilities

• • Legally able to work in the country in which the position is based

• • A passion for Service Improvement

• • Experienced Service Management professional

• • ITIL Qualified

• • Experience of managing 3rd parties and 3rd party delivered services

• • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

• • Expert knowledge of ITIL disciplines

• • Excellent leadership and people management skills

• • Excellent written and verbal communication skills · Willingness to support and mentor junior staff

• • Excellent customer facing/customer service skills

• • Able to work under pressure and meet deadlines

• • Able to demonstrate a high degree of flexibility including shift and out of hours working

• • Excellent organisational skills

• • Able to manage sensitive and sometimes confidential information

• • Self-motivation and able to take responsibility

• • Able to manage and prioritise and tasks and time efficiently

• • Able to demonstrate initiative and a proactive approach to daily tasks

• Job type: Contract Division: eTeam Workforce Limited Reference: 21-05399