Global Service Desk Manager

Job Benefits: Bonus, Pension

Global Service Desk Manager

Location: Hybrid – 3 days a week – London

Salary: £50,000 + 10% Bonus, Pension Scheme

About the Role

Our internationally recognized client is seeking a Global Service Desk Manager to lead and enhance IT service delivery across multiple regions, including the Americas, Southeast Asia, Europe, India, and the UK. You will be instrumental in ensuring operational excellence, customer satisfaction, and alignment of IT services with broader business objectives.

Key Responsibilities

1. Global Team Leadership:
   1. Oversee, mentor, and develop a geographically distributed service desk team.
   2. Ensure round-the-clock support to meet global business needs.
   3. Facilitate training and career development to promote professional growth.
2. Service Delivery and Quality Assurance:
   1. Establish and refine ITIL-based standard operating procedures and KPIs.
   2. Act as the escalation point for high-priority incidents and ensure swift resolution.
   3. Collaborate with stakeholders to align on service expectations and SLAs.
3. Process Improvement and Metrics:
   1. Implement performance metrics and analyze data to improve service desk efficiency.
   2. Drive continuous improvement initiatives and adopt industry best practices.
   3. Champion ITIL processes for Incident, Problem, Change, and Service Request Management.
4. Collaboration and Stakeholder Engagement:
   1. Work with IT leadership to align the service desk strategy with organizational goals.
   2. Participate in service transitions, new technology rollouts, and incident management.
5. Procurement Management:
   1. Manage procurement activities related to service desk provisions, ensuring budget compliance.

Key Qualifications:

1. Significant experience in global service desk management.
2. Strong knowledge of ITIL and ITSM frameworks; ITIL certification preferred.
3. Proficiency in analyzing performance metrics and driving continuous improvement.
4. Excellent communication skills to engage stakeholders across diverse cultures.
5. Familiarity with service desk tools like FreshService or JIRA.
6. Strong organizational skills to handle multiple priorities effectively.

Are you a good fit for this role? Please apply below.