Head of Service Desk Propositions

4 weeks ago


Portsmouth, United Kingdom Advanced Resource Managers Limited Full time

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.



  • Portsmouth, Hampshire, United Kingdom Gold Group Full time

    Job Title: Service Desk Analyst Key Skills: Unix, Linux, Windows OS, Active Directory, Tivoli, SolarWinds, Zabbiz, Networking, Firewalls, Service Desk Are you a tech-savvy professional with a passion for solving complex IT challenges? A global leader in aerospace, defence, and security, is seeking a dynamic and dedicated Service Desk Analyst to join...


  • Portsmouth, United Kingdom University of Portsmouth Full time

    **Faculty of Technology** **School of Energy & Electronic Engineering** *** **Head’s Administrator** **Employment type: Permanent** **Employment basis: Full-time** **Salary: £25,285 - £28,929 per annum** **Post number**: **ZZ005748-1** **Date published: 21 April 2023** **Closing date: 07 May 2023** **Interview date: 24 May 2023** The...


  • Portsmouth, United Kingdom EQ Recruit Full time

    Our client has a vacancy to recruit for the role of Front Desk Receptionist/Customer Advisor at their busy dealership in Portsmouth. The role is to be the first point of contact in a busy dealership aftersales environment for those customers booking their cars for service, MOT and repair work. You will enter customers details onto our database, confirm work...

  • Head of Finance

    1 month ago


    Portsmouth, United Kingdom Wade Macdonald Full time

    **Job details**: - Posted 24 February 2023- Salary £90000 - £110000 per annum- LocationPortsmouth- Job type Permanent- DisciplineSenior Finance- Reference28506_1677250270- Contact NameMiles Gallagher**Job description**: **Head of Finance - Portsmouth (Hybrid) - £90000 - £110000** **Our Company** Wade Macdonald is currently recruiting for a Head of...


  • Portsmouth, Hampshire, United Kingdom WISDOM REC 2 REC Full time

    Job Description Job Title: Divisional Manager - Industrial Sector Are you ready to take on the challenge of leading a dynamic team in the fast-paced industrial sector? If you're a sales-savvy individual with a vision for driving exceptional results, this opportunity is tailor-made for you. Develop and implement strategic plans to penetrate and dominate...


  • Portsmouth, Hampshire, United Kingdom Silcom Recruitment Limited Full time

    Are you a Service Controller looking for a change? Silcom Recruitment are recruiting for a prestigious client in Portsmouth seeking a Service Controller to join their high-performing aftersales team in a state-of-the-art facility. Responsibilities Of A Service Controller: Focus exclusively on workshop planning and daily management. Ideally, you will...

  • Head of FP&A

    2 weeks ago


    Portsmouth, Portsmouth, United Kingdom CMA Recruitment Group Full time

    CMA Recruitment Group is supporting a highly ambitious service business in their recruitment of a Head of FP&A. This appointment follows several years of sustained growth and will be a key appointment that will play an integral role in future expansion. This position is hybrid with c3 days per week in the office and offers both an excellent benefits package...


  • Portsmouth, United Kingdom University of Portsmouth Full time

    Experience the pride of being part of a select group - one of only four universities in the south-east of England to achieve a prestigious Gold rating in the Teaching Excellence Framework. Additionally, we proudly rank among the top 140 universities globally in the Times Higher Young University World Rankings. Ambition, Responsibility and Openness drive our...


  • Portsmouth, United Kingdom CMA Recruitment Group Full time

    CMA Recruitment Group is supporting a high growth services business in their recruitment of a Head of Financial Reporting.  This appointment has arisen from several years of sustained growth and increasing complexity in the group structure of the business.  This position is hybrid with c2 days per week in the Portsmouth office and offers both an excellent...

  • Assistant Head

    1 month ago


    Portsmouth, United Kingdom Mayville High School Full time

    **The new Assistant Head will**: - have, ideally, a proven record of successful senior leadership experience - will have held substantial posts of responsibility in a variety of schools - have a commitment to securing excellence in all aspects of school life - demonstrate a determination to ensure the very best for every child - have relentless stamina to...


  • Portsmouth, United Kingdom CMA Recruitment Group Full time

    CMA Recruitment Group is supporting a high growth services business in their recruitment of a Head of Financial Reporting.  This appointment has arisen from several years of sustained growth and increasing complexity in the group structure of the business.  This position is hybrid with c2 days per week in the Portsmouth office and offers both an excellent...


  • Portsmouth, United Kingdom Portsmouth Hospitals University NHS Trust Full time

    Promote integrated alignment of strategic aims and policy objectives; ensure stakeholder and customer commitment with sourcing plans is compliant over the long term. Future proofing contract decisions by conducting robust research and fact based market intelligence to support the adoption of innovation, evaluation and introduction of new and emerging...


  • Portsmouth, United Kingdom University of Portsmouth Full time

    Experience the pride of being part of a select group - one of only four universities in the south-east of England to achieve a prestigious Gold rating in the Teaching Excellence Framework. Additionally, we proudly rank among the top 140 universities globally in the Times Higher Young University World Rankings. Ambition, Responsibility and Openness drive our...


  • Portsmouth, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 278596**Salary**: - £19,087 - £23,182- Pro-rata**Job grade**: - Other- NPS Pay Band 2 National**Contract type**: - Permanent**Type of role**: - Administration / Corporate Support**Working pattern**: - Flexible working, Part-time**Number of jobs available**: - 1Contents Location About the...

  • Field Engineer 4

    4 weeks ago


    Portsmouth, United Kingdom TekWissen LLC Full time

    Overview: TekWissen Group is a workforce managementprovider throughout the USA and many other countries in the world.The below job opportunity is with one of our clients who is aglobal information technology company that provides highperformanceand industry focused solutions integrated with leadingedge securityto clients in government financial services...


  • Portsmouth, United Kingdom University of Portsmouth Full time

    Experience the pride of being part of a select group - one of only four universities in the south-east of England to achieve a prestigious Gold rating in the Teaching Excellence Framework. Additionally, we proudly rank among the top 140 universities globally in the Times Higher Young University World Rankings. Ambition, Responsibility and Openness drive our...

  • Head of Cs Strategy

    5 hours ago


    Portsmouth, United Kingdom Checkatrade Full time

    **Head of CS Strategy** Reporting into: Ops Transformation Director **Where do you fit in?** **What’s in it for you?** - The chance to work in a modern tech business with inspiring growth plans! - ‘Get it done’. A role which allows you to have a big impact on our customer journey whilst delivering our mission. - A lucrative salary, annual bonus...

  • Head of FP&A

    2 weeks ago


    Portsmouth, Hampshire, United Kingdom CMA Recruitment Group Full time

    CMA Recruitment Group is supporting a highly ambitious service business in their recruitment of a Head of FP&A. This appointment follows several years of sustained growth and will be a key appointment that will play an integral role in future expansion. This position is hybrid with c3 days per week in the office and offers both an excellent benefits package...

  • Electrical Manager

    1 month ago


    Portsmouth, United Kingdom Bennett & Game Recruitment Full time

    **Electrical Manager**required for our client to help deliver on a variety of projects across the security and defence sectors. Our client works in the UK and overseas so the Electrical Manager must be willing to travel and stay away. The Electrical Manager will be based within a commutable distance of Chichester, however worldwide travel is required. This...


  • Portsmouth, Hampshire, United Kingdom Confederation of Service Charities Full time

    Home / News / News / CESSAC – Chief Executive Officer Portsmouth based, some occasional UK and overseas travel Opportunity for hybrid working This is an opportunity to lead a unique organisation comprising both a Service Charity and a charitable Housing Association with the common link of support to the Armed Forces and Service Veterans. CESSAC is...