Manage BAU services for End User Services and the international support center
Ensure suppliers meet contractual SLAs and obligations
Track Time to Implement and user happiness surveys
Responsible for managing several service lines including IT support center for virtual desktop infrastructure (VDI) and worldwide print management services
Collaborate closely with the worldwide service lines and regional Service Line Managers on operational issues and customer concerns
Ensure alignment and coordinated view of service delivery
Responsible for the Incident Management Process
Adhere strictly to agreed global, standardized IT Service Management processes
Conduct effective evaluation of business risks and issues related to operational incidents
Implement appropriate risk management processes and take timely actions
Drive and own operational plans, service level agreements, and supervise implementation to ensure targets are met

Degree Educated
6-8 years post graduate work experience including the management of complex IT Services environment
Experience in large global organizations using in-sourced and out-sourced IT services
A good working knowledge of the management of global applications services
Breadth of knowledge of established IT operations frameworks (ITIL) including Incident Management, Problem Management and Request Fulfilment
Proven IT operations, service desk, supplier management and service line management experience
Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs

IT Service Manager – Global Service Desk, Virtual Desktop & Print Services

Key skills