Head of Service Management

2 weeks ago


London, United Kingdom Dentsu Aegis Network Full time

Role Overview

As the Head of Service Management for Business Platforms you will support the operational execution of support across all of Business Platforms and ensure that a world-class customer experience is being provided to the business.

Working as part of the Business Platforms team, the Head of Service Management will adopt accountability for both the operational execution of technical support services to all dentsu markets, and the management framework which underpins & governs the delivery of support services.

The Head of Service Management will work with Service Owners and Operational Leads, customer stakeholders and vendors to optimise support efficiencies, enhance business productivity, and provide an exceptional customer experience.

The role will work closely with the Technology Operations leadership team to ensure all support processes and tools, including ServiceNow are optimised for efficiency whilst delivery an exceptional customer experience.

The role holder will possess exceptional leadership and management skills and demonstrate the ability to form close working relations. A love for operational excellence, customer service, working with new technologies and pushing the envelope of existing platforms.

Job Title:
Head of Service Management

**Job Description**:

- Role Overview
- As the Head of Service Management for Business Platforms you will support the operational execution of support across all of Business Platforms and ensure that a world-class customer experience is being provided to the business.
- Working as part of the Business Platforms team, the Head of Service Management will adopt accountability for both the operational execution of technical support services to all dentsu markets, and the management framework which underpins & governs the delivery of support services.
- The Head of Service Management will work with Service Owners and Operational Leads, customer stakeholders and vendors to optimise support efficiencies, enhance business productivity, and provide an exceptional customer experience.
- The role will work closely with the Technology Operations leadership team to ensure all support processes and tools, including ServiceNow are optimised for efficiency whilst delivery an exceptional customer experience.
- The role holder will possess exceptional leadership and management skills and demonstrate the ability to form close working relations. A love for operational excellence, customer service, working with new technologies and pushing the envelope of existing platforms.
- Responsibilities- Developing and directing the Business Platforms technical support functions for all dentsu markets.Ultimate responsibility for the effective provision of Business Platforms support services to all dentsu markets.-
- Ultimate responsibility for the effective provision of incident & major incident management, request fulfilment, problem management, change management, transition management, and service asset management.-
- Set the teams overall policy and procedures to maximise efficiency and attainment of KPI’s, intervening where required, delegating tasks to the right people and monitoring progress, to ensure satisfactory resolution.-
- Define and produce executive-standard reports to demonstrate the effectiveness of Business Platforms support functions and processes.-
- Responsible for setting and delivering learning & development strategies to enhance team personnel capabilities and skill sets. Train, guide and mentor technical staff in their day-to-day functions.Provide a point of contact for escalation and direction for Business Platforms, as well as for customers and stakeholders across dentsu.-
- Surpass service levels targets and deliver exceptional customer satisfaction.-
- Responsible for ensuring the quality, accuracy and consistency of technology communications.-
- Understand and implement compliance documentation.-
- Understand and implement regulatory directives.-
- Execute new technical integrations to support the overall technology strategy.-
- Operate within budgetary limits.-
- Manage 3rd party suppliers.-
- Delivery of projects aligned to overall business and technology strategies and architectures, ensuring quality standards and timeframes are met.-
- Development and delivery of business cases aligned to technology strategy.-
- Define, maintain and communicate roadmaps.-
- Determine customers' and stakeholder needs through regular engagement and research.-
- Recommends the nature and scope of present and future products by reviewing backlogs, specifications and requirements; appraising new product ideas and/or product changes.-
- A champion of technical innovation and change.-
- A pioneering leader with a genuine passion for people, progress and technology.-
- Demonstrates a collaborative & inclusive style of management.-
- Strong practices of Continuous Integration/Continuous Delivery.-
- Strong working knowledge of ServiceNow and ITIL Service Management f


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