Senior Service Desk Manager

Senior Manager- Global Service desk

Location- Bengaluru

What youll do

• The delivery of the service and the achievement of the contractual obligations globally
• Service Desk efficiency and effectiveness as one Global Service Desk, leveraging all desks capability
• Global account level headcount control and related commercial responsibility (expenses, training) across all locations
• Actively promote and embrace projects and initiatives (Automation, new tools, technology) that will improve the quality of service and/or improve efficiencies and productivity. Realise any commercial and service improvement benefits delivered through initiatives
• Responsible for business continuity of the Service Desk during operational hours
• Hold the relationship with the appropriate key Delivery Leadership and Service Management personnel; attendance at agreed meetings and forums
• The Leadership and Performance Management of Operation Managers
• Accountable for own P&L and understanding how this contributes to the overall department P&L
• Customer interaction through onsite Service Managers, attending service review meetings with onsite Service Managers and Customers where relevant
• Drive Continual Service improvements to assist in cost to serve reductions and in-life/benefits realisation
• A point of escalation on complex or serious issues or complaints and providing appropriate support to other team members
• The support of service integration, new business activities, projects or the expansion of services, support Contracted Services through contract renewals
• Actively managing Service Quality and ensuring service excellence ethos promoted
• Supporting GSD Objectives and Strategy
• Form part of and be an active member of the extended global Service Desk leadership team
• The standardization of processes and procedures
• Contributing to the GSD ISO obligations (if applicable)
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

What youll need

• Fully qualified in relevant professional qualification
• Good working knowledge of relevant functional systems
• Experience in dealing with and influencing multi-tier management
• Experience of developing best practice policies and procedures for functional area
• Experience of managing IT operations including a Service desk or Helpdesk
• Experience of working with multiple accounts
• Experience of SLA development and management
• Exposure to working in a multi-client environment
• Management and experience of managing P&L’s
• Experience of managing multiple locations across different time zones
• Experience of working with IT support teams globally
• Experience of communicating complex technical issues and sensitive information to senior stakeholders and the wider external stakeholder community
• Excellent coaching and communication skills

Experience & Education:

• Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.
• Overall 15+ Years at least 2 years leadership experience in managing Service desk teams in fast changing operational environment

Skills:

• SLA/ KPI/ OPI achievement
• Feedback from management, peers and customers
• Effectively escalates issues and opportunities
• People management decisions aligned with using performance management tools effectively
• Demonstrates relevant company value
• End User Satisfaction at the Service Desk (NPS, VoC, Cust Sat)