Head of Service Desk Propositions
4 days ago
Head of Service Desk Propositions
Portsmouth - Flexible
Purpose
The Head of Service Desk Propositions is a pivotal role in the Managed Services organisation. Reporting to the Director of Managed Services, they are responsible for the delivery of live Service Desk services that meet our contractual SLAs and the expectationsof our customers. This area is forecast for significant growth, and they will working in conjunction with the Service Transition team to mobilise Service Desk as a Service for new and expanding customers.
Operationally: The Head of Service Desk Propositions is accountable for our growing number of customer-facing 1st line Service Desk contracts and is able to deliver an exceptional customer experience across these propositions.
- Experts in monitoring and analysing 1st-line service provision in order to pro-actively identify trends and implement continuous improvement initiatives.
- Responsible for a large, globally distributed team the Head of Service Desk Propositions is a great people leader able to manage and motivate our service desk staff to deliver a great customer experience.
- Responsible for meeting contractual SLAs and meeting financial targets and delivery of service to budget.
Strategically: Working with the Director of Managed Services Division, the Head of Service Desk Propositions is responsible for establishing and implementing the Service Desk as Service future direction and strategy. They are familiar with key industry trendsand new service centre technologies via networking with key potential vendors, analysts etc.
Role
- Accountability for the day-to-day operations of all Service Desk as a Service delivery teams and managers (Level 0 and 1) support teams whether based on customer-sites, our off-shore sites, and/or working remotely.
- Accountable for ensuring service desk as a service teams meet all contractual SLAs, and commercial & financial revenue targets.
- Accountable for the Service Desk teams providing and upholding high-level of customer service and satisfaction targets (via e.g., relationship building, timely reporting, service reviews and escalation handling).
- Operational reporting on adherence to Service Level Agreements (SLAs) & Management Information.
- Pro-actively identify, report and mitigate security risks / issues
- People leadership and motivation, including performance management and career development of the Service Desk as a Service and front-line support teams and managers.
- In conjunction with the Head of Managed Service Governance, create and maintain relevant IT policies, procedures, governance and standards.
- In conjunction with the Managed Service Technical Practice Leads, ensure that the appropriate skills and knowledge, and career paths exist within the Service Desk Proposition team to fulfil the existing Service Desk as a Service propositions and any new serviceofferings.
- In conjunction with the Director of Managed Services, establish the strategic direction for Service Desk as Service and the UK on offshore support teams. Build business cases and implement projects to ensure that the business remains at the forefront of ServiceDesk proposition delivery.
- Look for opportunities to automate, digitalise and improve service provision. Including maintaining thought leadership in the Service Desk operations arena and build comprehensive understanding of future technologies (AI, Automation, modern working practicesetc.). Share the knowledge within the Managed Services division.
- Contribute to the 5-year strategic business plan for the Managed Services Division
General
- Ensure compliance with data protection and information security policies.
- Be aware at all times of diversity and inclusion and acting in line with core values.
- Foster and promote continuous improvement in systems and processes.
- This role profile is not designed to be a comprehensive listing of all activities, responsibilities and tasks associated with the role, therefore these may change from time to time.
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We providetechnical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the worldtoday. We will never send your CV without your permission.
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