Service Desk Manager

Company Name:
Perm Hires
Service Delivery
To manage the performance of
to clients as agreed in the contract and ensure that the Service Levels are achieved.

Duties and Responsibilities
Management of an IT Service Delivery team to deliver services to Client's as per agreed contract.
Definition of service level agreements (SLA'S) related to contracted services.
Ensure SLA's are achieved and client expectations are met (or exceeded).
To build services relationships with clients.
Ensure quality and profitable services are performed to the agreed SLA.
To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
To provide reports to an agreed schedule (or on request), including management and account performance reports.
Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
To develop and facilitate workshops and training courses.
Perform account management duties for assigned portfolio of clients
Work with Management (Client and internal) to look for growth of both individual client account and division as a whole
Financial Planning like P&L, Budgeting, billing and expense.
Project Management

Skills / Attributes Required
Demonstrable experience of working in an IT Technical domains, Service Delivery, PMO and Service management capacity.
Experience of managing suppliers in outsourcing contracts
Proven people management skills.
Proven Customer management skills.
ITIL Service Delivery qualification is desirable.
Excellent communication skills.
Experience :10 years +
ITIL Certification desirable
Knowledge of service transition.

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