- Leading
- Service Desk Team
Sobre nuestro cliente
Manufacture
Descripción
- Collaborate with the Service Operations Manager in region and the Global IS function leads to ensure teams are working within the agreed Service Level Agreements
- Engage with country business customers to meet customer needs and manage service issues, including coordination of Major Incidents
- Lead the handover and implementation of new Service Excellence services and processes from the Service Excellence Design and Transition and the Service Management Office teams into day-to-day operations respectively
- Ensure the team is adequately trained on the execution of all in-scope processes and procedures through the management of employee performance through regular feedback coaching and by addressing concerns in a timely and effective manner
- Report on Service desk, Incident, Field Engineering and Request Management Process metrics and adherence to process
- Act as the point of escalation for business customers and collaborate with other Global IS function leads for timely resolution of incident and fulfillment of service requests
- Manage escalations with suppliers
- Recommend and where applicable deliver continual improvements to operational procedures and teams in line with the Global IS strategy
- Ensure compliance to Service Desk, Incident Management, Field Engineering and Request Management policies, process and procedures and follow through any issues to resolution.
Perfil buscado (Hombre / Mujer)
- Solid experience in managing Service Operations teams across multiple sites
- Solid understanding of Incident Management and Request Fulfillment principles including practical experience in running Service Desk activities and Field Engineering
- Strong management skills with evidence of maintaining capability, driving performance and development goals, coaching to performance and supporting teams through change
- Demonstrable delivery through collaboration and influence
- IT Service Management systems and processes
- Stakeholder management in complex environments and good supplier management skills
- Service performance measurement and reporting skills
- English verbal and written
- ServiceNow working experience
- ITIL processes
Qué Ofrecemos
Gross Salary $79,000 - $111,000 (Benefits Above The Law)
