Description
Steria Ltd is looking for a SC Cleared Senior Service Desk Operations Manager to work in Warrington, on a government client for 6 months. Due to the nature of the project and client you will need to hold current and valid SC Clearance.
The Service Desk Operations Manager will be reporting directly into the Head of Infrastructure Service Desk. It is a new role within the Warrington Service Desk Operation and currently has a Junior Manager newly appointed in post. The successful candidate will be responsible for mentoring and developing the current manager within this role, and Steria are keen to appoint someone with experience and who can hit the ground running.
Key Responsibilities:
- Active member of the Service Operations management team
- Mentor and develop the current junior service desk manager within this role
- Matrix management for all team members to ensure a satisfied and productive function
- Responsible for delivering the service to the contracted level and ensuring SLA Conformance
- To be responsible for the delivery of the Incident, Problem and Request Management processes to ensure their effective delivery and compliance with Relevant accreditations
- To maintain and work with the processes and procedures of the technical infrastructure support operation to ensure continual service improvement;
- To maintain the documentation of the service delivery procedures to reflect current practice;
- To maintain the manpower and skill levels within the Service Desk team to a level where SLA commitments can be delivered
- To continuously review operational service delivery procedures and ensure service excellence;
- Ensure all management systems eg Service Desk, Telephony, etc are maintained with current information to meet client expectations and enable effective contract delivery
- To attend operational meetings with the customers and represent Steria in forums for infrastructure related issues.
- Provide approval for Change Requests and Acceptance into Service processes and attend Change Management Boards
- Drive a continual service improvement culture
- Provision of Management Information and reports as required
- Interface as appropriate with the customer to review Service
- Ensure effective jeopardy management and act as management escalation for all operational matters
Essential Skills:
- Proven experience leading Service Management and/or Service Delivery functions
- Experience in a head of function, with a minimum of 2 years managing Service Desk/Service Management
- Experience of running a service desk for a large enterprise (> 5,000 contacts per month) in public or private sector, with a track record of achieving SLAs and client satisfaction
- Qualified in ITIL version 3 to Practitioner level, Service Operations practitioner
- Team management experience up to 15 FTE
- Prior experience of running a large Infrastructure Support team
- Service Management and Reporting experience.
You must be a strong character, self motivated, able to embrace change and challenge the status quo where necessary. Have 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.
High level understanding of HMG Security Requirements.