Sr. Director IT Service Operations

2 weeks ago

London, United Kingdom Digital Realty Full time

**Your role**

The Global Head of IT Service Desk-support is responsible for providing IT-services to IT-users around the globe. This includes the selection, installation, provisioning, maintenance, and support of EUC-devices to users of the IT-environment and the first line support for all IT-services being provided by the IT-helpdesk and support engineers at location.

This is a transformational role, as Digital Realty is changing the IT Operating model for providing high quality IT-services across the globe. The Global Head of IT Service Desk-support should strengthen the team structure across the globe, build internal capabilities which are currently outsourced, and implement and/or improve supporting processes and tooling, aligned with the broader IT-department.

**What you'll do**

**Manages the IT-support team**:
Manages a team of 25-50 people located across the global providing global and local IT-support.

Builds the global team and drives a culture of teamwork, customer focus and result orientation.

Ensures 7x24 coverage for incident and request intake and resolution.

**Provides a local IT-support capability**:
Takes care of sufficient and capable staffing in key locations across the globe.

Provides user support at location, with specific attention to VIP’s and events (in a compliant manner).

Drives cost efficiency by optimizing the use of the global helpdesk and leveraging global resources.

**Provides a 7x24 helpdesk capability**:
Provides a 7x24 global multi-lingual helpdesk to serve users around the globe to release the local IT-teams.

Achieves the highest possible customer satisfaction by achieving a high ‘first call resolution rate’.

Monitors and follow ups on dispatched request both to the solution groups and requesters to ensure the incident or request is timely resolved in a manner satisfying the requester.

**Manages stakeholders**:
Stays aligned with business
- and user communities around the globe to ensure user satisfaction.

Works closely together with the rest of the IT-department to implement and/or improve IT-support processes and related SLA’s.

Works together with the Operations department to get further alignment on the incident management and problem management processes across the enterprise.

Manages third party vendors for the area of IT Service Management to deliver the required results.

**Manages the transformation of the IT-support function**:
Insources the IT-function for both the IT-helpdesk and IT-support on location.

Aligns and improves the IT-support processes and related SLA’s.

Implements state of the art tools to improve the user experience, effectiveness, and efficiency.

Looks for innovations in the areas of self service and automation through robotization and AI

**What you’ll need**
- Has previous experience in managing global teams in the area of IT-Service Management, including both a global helpdesk and onsite support.
- Has previous experience with and detailed knowledge of IT Service Management processes and related tools (like TalkDesk and ServiceNow)
- Knows how to build, manage, and motivate global teams, existing of employees with different cultures located across the globe.
- Has excellent communication skills, both verbally and in writing and can easily connect with different levels in the organization.
- Has strong customer focus and results orientation and is motivated by delivering the best possible support to every user in the organization.
- Has the capability of and experience with transforming/maturing an existing Global IT-support organization into an organization which is more cohesive, pro-active, but also agile.
- Is always looking for the next innovation to maximize the user experience and/or cost efficiency, without disturbing the existing performance.

**A bit about us**

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.

**A bit about our team**

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

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