Group Service Desk Manager
3 weeks ago
**Group Service Desk Manager - Southampton - £85k-£95k + Benefits**
**Your Experience as a Group Service Desk Manger**
- Previous experience of multi-jurisdictional technology operations team management is required
- A proven ability to work in collaboration with multiple third-party suppliers and managed service partners to ensure consistently high levels of service and added value is provided
- Experience of working in project teams delivering complex technologies in a multijurisdictional business
- Be able to demonstrate a working knowledge of the Technology ITIL framework & possess an ITIL qualification
- Be able to demonstrate evidence of delivering successful target operating model and process improvements
- Degree level education / strong academic results preferred. Academic results must be provided
- Experience of working in an ISO27001 control framework or similar would be preferred
**Duties of the Group Service Desk Manager**
- Provide leadership for the Technology Operations team. Ensure the team output is consistent and of high quality
- Design, implement and provide oversight for a range of service management processes and controls in line with the target operating model for Technology
- Oversee all Technology Operations requests, incidents, and problems. Working with the service desk management team, ensure that all service desk activity is proactively managed to ensure appropriate service levels are delivered
- Overseeing the ongoing development of Information Security policies and processes, ensuring robust controls are in place and that all products and services are built and maintained to the highest possible security standard meeting Group, client & auditrequirements
- Manage the team's involvement in all audit activity
- Manage and coordinate major incident teams
- Act as escalation point for all requests and incidents
- Develop a service catalogue for the Technology Team
- Implement personal development plans for all members of the team, ensuring all appropriate support mechanisms are in place to enable them to excel. Train, coach, and mentor individuals as needed
- Ensure that the operations team is providing continual 24/7/365 support to the Group
- Provide data and reporting of KPI’s and trends to the Group Technology Director and the Group to meet ad-hoc, monthly / quarterly reporting requirements
- Oversee knowledge base & self-help development and ensure top quality solutions are available to staff
- Develop Service Level Agreements to set expectations and measure performance
- Advise management early on situations that may require additional support or escalation. E.g. security incidents / system issues
- Provide a high-quality Supplier Management strategy and process is in place for managing suppliers of all technology services throughout the supply chain lifecycle, and leading on the consistent management of all suppliers and contracts, ensuring high qualityservice as well as the best value
- Manage and oversee the budgeting process for the Operations Team. Manage all technology procurement activities to ensure the requirements of the procurement policy is being met
- Manage the successful operational delivery of all technology development within the Group. This includes small initiatives and significant Group projects
- Provide guidance and support in the planning and implementation of all projects
- Review feedback to improve services and the support experience
- Hold delegated responsibility for team leadership in the Technology Director's absence
- Develop the Group's Operational Technology Strategy
- Ensure that all necessary information is communicated within the Operations team, hold regular team meetings
- Be aware of security risks that exist and escalate any events or concerns that are encountered. Ensure that all activity in the Operations team is "security first"
- Encourage staff awareness of cyber security risks and of best practise guidelines
- Provide business continuity and disaster recovery leadership for the Technology Team
- Manage all business continuity activity for the Technology Operations Team, which includes management of all operational aspects of our technology disaster recovery test programme
**Role Details**:
- Job role: Group Service Desk Manager
- Job Type: Perm
- Location: Southampton
- Salary **£85k-£95k** per annum + Benefits
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