4 дня назад
Service Desk Ops Manager (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Desk Ops Manager (ITSM): Leading and managing an IT Service Desk operation aligned with ITIL best practices, with an accent on SLA performance, customer experience, continual service improvement, and team development. Focus on governing incident and request management, improving service delivery through automation and AI, managing 24/7 workforce operations, and ensuring compliance with security and data protection requirements.
Location: London, United Kingdom; onsite five days per week. Right to work in the United Kingdom and eligibility to meet UK Government and contractual personnel security requirements are required. Applicable residency and nationality requirements may apply.
Company
provides technology and IT services, with a focus on enterprise service delivery and customer support.
What you will do
- Lead end-to-end IT Service Desk operations and own SLA, KPI, customer satisfaction, and service performance outcomes.
- Manage incident escalation, major incident support, operational reporting, service reviews, budgets, suppliers, and business continuity planning.
- Govern ITIL 4 practices, including incident, request, knowledge, problem, change, and service catalogue management.
- Lead customer experience improvements through feedback analysis, customer journey mapping, communication planning, and Voice of the Customer programmes.
- Drive continual service improvement, root cause analysis, shift-left strategies, automation, AI, self-service, and ROI tracking.
- Lead and develop Service Desk Analysts and Team Leads, including workforce planning, scheduling, recruitment, performance management, and quality assurance.
Requirements
- Experience leading IT Service Desk operations and managing SLA and KPI performance.
- Knowledge of ITIL 4 practices and service management processes.
- Experience managing teams of approximately 15–50 or more staff across 24/7 or extended-hours operations.
- Experience with ITSM platforms, self-service portals, knowledge bases, telephony or ACD systems, and service automation.
- Ability to manage stakeholders, suppliers, budgets, escalations, service reporting, and continual improvement initiatives.
- Must work onsite in London five days per week and have the right to work in the United Kingdom.
Nice to have
- Relevant technical and ITIL certifications.
- Experience with AI, virtual agents, chatbots, and automated service desk workflows.
- Experience benchmarking service performance against SDI or HDI standards.
Culture & Benefits
- Inclusive workplace with support for diverse backgrounds, neurodivergent candidates, and reasonable adjustments throughout the hiring process.
- In-person collaboration supported by flexibility for wellbeing, productivity, individual work styles, and life circumstances.
- Focus on employee wellbeing, diversity, inclusion, and a positive high-performance culture.
- Service operations may cover 24/7 or extended-hours schedules.
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