Global Service Desk Project Manager/ Business

1 month ago


Hatfield, United Kingdom Hays Specialist Recruitment Limited Full time

A leading Independent IT Infrastructure and Services Consultancy is seeking a Global Service Desk Project Manager/ Business Analyst for a rolling 3 month contract, Outside IR35
As part of this hybrid role you will be based within the local IT team in Hatfield but will engage with all parts of the global GSD business and work closely with the GSD technical and design teams. To support an increasing workload of business take on andlarge in-life changes for ongoing Global Service Desk Projects.
Accountabilities:
Owning and driving medium-to-large BTO projects from requirements definition through to deployment
Managing complex in-life changes, pre-sales requests and providing consultancy services to the GSD Business and end customers
Help establish and promote GSD system standards and ensure the GSD business are adhering to a standard repeatable service desk solution
Interfacing directly with the service desk business, customer, technical and project management teams
Reviewing and improving business processes within the team and the wider IS department
Developing relevant technical knowledge of customer solutions to be able to provide consultancy services
Produce well-articulated and succinct documentation to support requirements definition, design, testing and support activities whilst producing projects plans, reports and risk and issue logs where appropriate
Manage and develop business relationships at a senior level
Own and drive continual improvement opportunities within the team
Produce management reporting
Considers security & potential legal constraints in work
Knowledge & key skills - Essential
Highly motivated and focussed individual with an organised and systematic approach
Excellent interpersonal skills illustrating a high standard of written and verbal communication coupled with the ability to interact at all levels within an organisation
An individual who is able to confidently and quickly build relationships with a range of stakeholders
Write high quality requirements documents, test plans, project plans, user guides, highlight reports and release notes
Guide the technical team at a detailed level on the functionality that needs to be delivered and any changes/enhancements that need to be made during the project lifecycle
Carry out system testing prior to handing over for user acceptance testing
Design business processes, perform requirements analysis and run requirements workshops
Be able to drive and influence others in support and service areas to deliver to schedule
Advanced academic background, preferably to good degree level or equivalent
Proven track record of work experience in a challenging commercial environment
Understanding of IT methodologies
Knowledge & key skills - Desired
Some experience of a system that supports service desk services or IT Service Management e.g. Avaya, Siemens, Genesis, Remedy, Peregrine, or Clarify
Experience of managing 3rd parties
Evidence of commercial acumen & financial management
Experience in dealing with and influencing multi-tier management
Developing best practice processes and procedures for functional area
The split of the role will be:
Business Analysis - 50%
Project Management - 30%
Consultancy - 20%
Background
GSD Systems deliver and support the technology that underpins the Global Service Desk (GSD).
Delivers multi-lingual support in over 20 native languages (many of which are 24x7)
Other services provided include voice recording, quality management, workforce management and real-time, operational and contractual reporting



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