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Hertfordshire, United Kingdom Blackfield Associates Full timeSenior Manager, IT Services OperationsThe Senior Manager, IT Services Operations will lead the IT service desk, ensuring effective delivery through third-party providers and onsite technicians. This role focuses on maintaining service level agreements, ensuring quality, and driving customer satisfaction by managing incidents, requests, problems, and...
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Senior Manager, IT Services Operations
2 months ago
Job Summary
The Senior Manager, IT Services Operations will lead the IT service desk, ensuring effective delivery through third-party providers and onsite technicians. This role focuses on maintaining Service Level Agreements (SLAs), ensuring quality, and driving customer satisfaction by managing incidents, requests, problems, and changes.
Key Responsibilities
- Lead and develop a small team of IT service desk professionals, promoting collaboration, skill growth, and innovation.
- Manage vendor contracts and SLAs, ensuring timely delivery and cost optimization.
- Implement efficient processes for incident and request handling, minimizing business disruptions.
- Develop IT service strategies that align with organizational goals, ensuring resource optimization.
- Use Key Performance Indicators (KPIs) to evaluate service performance and drive continuous improvement.
- Oversee change and problem management processes.
- Collaborate with stakeholders to understand business needs and drive strategic initiatives.
- Maintain a comprehensive knowledge base for quick resolution of incidents.
- Ensure compliance with industry regulations, standards, and internal policies.
- Provide hands-on technical support when needed and coach the team on resolving issues.
About Blackfield Associates
Blackfield Associates is a leading provider of IT services, dedicated to delivering high-quality solutions that meet the evolving needs of our clients. As a Senior Manager, IT Services Operations, you will play a critical role in driving our service delivery and ensuring that our clients receive exceptional support.
