Global Service Desk Director at Computacenter

What you'll do

Team Management: 

• Provide strategic management and direction to the Service Desk team, setting clear goals and, objectives.
• Foster & drive a high-performance culture, ensuring team members are motivated, engaged, and supported in their professional growth. 
• Encourage collaboration, teamwork, and knowledge sharing among team members and the different delivery locations. 

Service Desk Operations: 

• Oversee the day-to-day operations of the Service Desk, ensuring service levels are met or exceeded. 
• Continuously evaluate and enhance the Service Desk's capabilities, leveraging industry best practices and emerging technologies. 
• Forefront initiatives to drive continuous improvement, such as process optimization, automation, and the implementation of new tools or technologies. 
• Stay updated on industry trends, emerging technologies, and best practices related to IT service delivery. 

Stakeholder Relationship Management: 

• Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and escalation point for service-related matters. 
• Collaborate to understand their IT support needs, develop customized service solutions, and ensure client satisfaction. 
• Collaborate with other internal teams, such as the Sales, Engineering, and Project Management teams, to ensure seamless service delivery and support the achievement of organizational goals. 
• Work closely with senior management to provide insights, reports, and recommendations on Service Desk operations and performance. 

Financial Management: 

• Collaborate with the finance department to develop and manage the Service Desk's budget. 
• Monitor and control operational expenses, identifying cost-saving opportunities without compromising service quality. 
• Conduct financial analysis and reporting to track performance against budget and financial goals. 
• Own and understand the pricing model and structures.  

What you'll need

• Bachelor’s degree in information technology, Computer Science, or a related field. 
• Experience of managing large people organisations 
• Proven experience in a leadership role within an IT managed service company and Service Desk operations. 
• Strong knowledge of IT service management frameworks, such as ITIL, and demonstrated experience in implementing and adhering to ITIL processes. 
• Experience managing a geographically dispersed and diverse team. 
• Strong communication, and interpersonal skills. 
• Strong analytical and problem-solving abilities. 
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities. 
• Proven track record in driving operational excellence and continuous improvement. 
• Understanding of IT service management tools and technologies.