Description
SERVICE SUPPORT/SERVICE DELIVERY/IT OPERATIONS/ITIL
My client is looking for an experienced contractor to add impact from day one and bring the service function up several levels in maturity. The main purpose is to amalgamate a 1st and 2nd line support function into one cohesive service function support which services 1500 users around Europe.
The team you will be leading and re-energising is primarily responsible for request fulfilment and incident management with some involvement in the progression of other ITSM processes including transition, change and release management.
Key Outcomes -
- Motivate and develop a service support team of 16 members
- Coaching and mentor to the service managers
- Improve morale, energy and motivation of the service support team
- Create one holistic service support function amalgamating both 1st and 2nd line
- Deliver and develop improved request fulfilment, incident and problem management processes
- Ensure meaningful management reports are disseminated on time and that they provide valuable input into service reviews
Essential Experience
- Experienced contractor who has delivered the above outcomes in multiple enterprise organisations
- A passion for IT operations and service excellence
- Microsoft support background
- Proven managerial experience and a motivator of underperforming teams
- Managed service functions of 12+ before direct and through service managers
- ITIL qualified with the ability to demonstrate a sound understanding of service management
This is a great opportunity to become part of a fashionable and exciting brand with a fantastic culture for at least 12 months.
Please call me for more information.