Service Desk Operations Manager/ Head of Problem Management

Sopra Steria Recruitment
Unspecified Competitive Salary & Company benefits
14 Oct 2016
22 Oct 2016
Contract Type
Job Title: Service Desk Operations Manager/ Head of Problem Management - WAR000015 Location: Warrington with occasional travel Role overview: The Service Desk Operations Manager (Service Management) will report directly into the Head of Shared Service Centre and will provide leadership for the Service Management Functions. Key responsibilities include: The successful candidate will not only be responsible for driving BAU but will also play a pivotal role in driving transformational change for the ITIL Service Management functions of Problem, Change and Config Management, in line with IMSL and Warrington strategy for the Warrington and Service Desk operation, so we are keen to appoint someone with experience and who can “hit the ground running”. The Service Desk Operations Manager (Service Management) will have responsibility for providing the business as usual services for the Service Desk’s IMSL Service Management functions that enable delivery and support to the client. This includes owning and driving the following ITIL disciplines on behalf of IMSL: Problem Management, Change Management, Configuration Management, Tools Development and Support, and Reporting services. Further, the Service Desk Operations Manager (Service Management) is responsible for ensuring that the manpower and technical skills available to the Service Management functions above remain at a level where SLAs can be met, and for the financial control of the operation, ensuring that this level of quality is met within budget, and that Customer Satisfaction with the service provided remains high. The Service Desk Operations Manager (Service Management) role is a key interface with the IMSL and Steria’s customer’s Service Management and Service Delivery functions, acting as an escalation point for poor performance and owning improvement of issues raised. Essential skills: • Problem Management • Ability to drive transformational change • Proven in leading Problem Management, Change Management and Config Management functions • Proven in identifying and implementing toolset and operational change • ITIL V3 OSA as a minimum accreditation, preferably ITIL Manager V3 certificate • Team management experience for 20 FTE • Experienced at working with, and delivering across the wider Service Management functions • The ability to analyse trends and be proactive to ensure service levels achieved remain high • Experienced in the management and implementation of continual service improvement plans • Ability to work with customer and staff at a senior level and able to build strong relationships • Ability to work with third party suppliers to ensure satisfactory outcomes. • Strong character, self-motivated, able to embrace change and challenge the status quo where necessary. • Strong organisational skills, time management skills and task prioritisation skills • Strong motivational skills, with experience of applying these in a pressurised environment and strong customer service ethic, with at significant experience in a customer service role. • Strong people management skills, with experience in the management of technical staff. • Strong knowledge and experience of driving ISO20000, ISO27001 and ISO9000 compliance The successful candidate must be willing to SC clearance process. About us: Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added-value and innovation, Sopra Steria enables its clients to make the best use of information technology. With 35,000 professionals in over 20 countries (of which over 5000 are based in the UK) and pro forma revenue of €3.1 billion in 2013, this is a great time to join the organisation as you will be pivotal to our continued development and growth plans. We’re offering you the opportunity to do more too - using your business skills and knowledge, and your creativity, to add more value than clients would traditionally expect. On offer is the opportunity to work for a European leader in digital transformation. The role comes with a competitive salary, the opportunity for further development and the potential for a wide and diverse career within Sopra Steria. Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour. This job was originally posted as

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