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  • Job reference: RMS0104997

IT Service Desk Manager

  • Sector: ICT
  • Location: London
  • Job type: Contract
  • Date posted: 13/01/2012
  • Time left:
    d h m s
    (13/02/12)
This vacancy has now expired.
The Company:
Our Client is a Leading Global Operator in the Oil and Gas Industry.

The Role:
o Operation of the IBM Global Service Desk
Managing the day to day operation of the IBM Service Desk; performance against Contracts and SLAs; developing a service culture balancing behaviours, process, and technology; verification of information used to produce financial statements and validation of those statements
o Supplier Performance Management of IBM
Ensuring that IBM meet requirements for HSSE; fosters open communications with other suppliers whilst ensuring the relationship is professional and properly regulated
o Process Compliance and Improvement for Incident and Request Management
Owns the responsibility for compliance of Incident and Request Management processes and continually seeks to improve the quality, productivity and culture of the process
The Service Desk Manager will work closely with all IT operational Managers to ensure smooth end-to-end support processes are maintained to maximise the benefit of the Service desk to end-users
o Performance Reporting
Ensures that effective KPIs are defined, measured and reported which enable service performance to be improved
o Risk management
This role will have full accountability for understanding, recording, monitoring and managing risks related to the delivery of the Service Desk – ensuring full governance and compliance to our client’s risk management framework and processes.

Essential Skills / Qualifications:
Essential Skills:

• Minimum 5 years IT service delivery experience with major part of this experience in IT Operational Management
• Experience in a dynamic Operational environment managing or supporting major incident or crisis management
• Good influencing skills to support the above; this includes being a point of escalation for issues service and process issues
• Good collaboration skills as a member of the leader of the Service Operations team, a member of the Service Management team, and a contributor to the Service Management & Desktop Leadership Team and also the wider GOI and IT&S teams
• Work closely with the other SMC Managers to ensure an holistic service management practice
• Proven commitment to IT Service Management best practices, especially Service Desk, Incident Management, Event Management and Service Request Fulfilment Foundation qualifications in ITIL. Desirable Skills • Minimum 3 years’ experience of outsourced Service Desk management and performance
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