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Global Service Desk Manager - Insurance - Hybrid

i3 Resourcing Limited
Job LocationLondon
EducationNot Mentioned
Salary75,000 - 80,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Global Service Desk Manager - Insurance - HybridGlobal Service Desk ManagerIncident Management, Service Request, ITILInsuranceCity, London/ RemotePermanentUp to £80,000 per annum + benefits + bonusGlobal - Service Desk - Manager - Incident Management - Service Request - ITIL - Customer Engagement - InsuranceMy client is a well - respected global Insurance organisation and they are looking for a Global Service Desk Manager/ Service Operations Manager to own the integrated delivery of multiple geographically distributed service desks and deliver a globally consistentservice desk function.As the Service Operations Manager, you will also own Incident Management, service request management and knowledge management processes at a global level across all technology functions and regions.Reporting to the Head of Global Infrastructure & Technology Operations, you will monitor service delivery, provide team leadership, guidance and support and identify opportunities across IT and the wider Technology function to drive operational and serviceexcellenceKey responsibilities:

  • Work alongside and support the Head of Global Infrastructure & Service Operations to assist in forming a service operations and infrastructure management team.
  • Develop and deliver the Technology Global Service Desk Strategy
  • Act as a point of escalation for all service desk issues
  • Play an active role in the event of a technology issue/outage, able to step in as the Incident Manager for Technology when necessary.
  • Responsible for analysis and dissemination of service desk performance metrics where appropriate.
  • Accountable for reporting and reviewing service performance related to Service Desk delivery and owned processes
  • In conjunction with GISO leadership team drive proactive engagement with support partners by conducting monthly Service Review meetings for service desk providers.
  • Work in partnership with technology function leads on cross function issues and improvement opportunities.
Required skills/ experience:
  • Experience as Service Desk Manager in multi-region / multi-timezone context.
  • Extensive Incident Management / service request management hands-on experience ideally as both process owner and hands on lead.
  • Ability to build a motivate a team.
  • Experience in customer engagement and establishing/maintaining relationships.
  • Matrix management of multiple in house and supplier teams.
  • A continual improvement mindset and high levels of customer focus.
  • Experience of working with internal and external partners to drive service excellence.
  • A strong focus on outstanding service and prior experience of driving significant improvements in service delivery.
  • Ability to drive change and process improvement in a maturing environment
  • Able to identify risks and challenges and to mitigate appropriately
Global - Service Desk - Manager - Incident Management - Service Request - ITIL - Customer Engagement - InsuranceGlobal Service Desk ManagerIncident Management, Service Request, ITILInsuranceCity, London/ RemotePermanentUp to £80,000 per annum + benefits + bonus

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