Senior Service Desk Manager

• Management of IT Leads/Manager/Operations and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs
• Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
• Responsible for the management of resources and shift schedules
• Responsible for successfully setting up a technical training function within Managed Services
• Develop, implement, and manage Service Desk standards and operating procedures
• Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
• Using a pragmatic approach, further implement important elements of the ITIL framework
• Perform regular appraisals with your direct reports
• Maximize the effective use and productivity of resources across all desks by building a multi-skilled resource pool
• Report on the Productivity and quality KPIs to Head of Service Desk and Managed Services Director
• Train, coach and mentor your direct reports and other service desk members including the creation of career development plans
• Identify staff that have a high level of capability and drive to nurture their career
• Be part of the steering team to build functionality and administer the Service Desk toolset (ITSM)
• Responsible for administrating ITSM and telephony system
• Identify and manage Service Improvement opportunities
• Drive cross pillar Problem management through RCA, plan and implement Change
• Contribute to service-related Change Advisory Bureau (CAB) meetings
• Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs
• Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on
• Work with the Head of Service Desk to ensure that the Major Incident Management procedures have been identified, documented and maintained
• Work with the sales team as required to aid with pre-sales, attending customer meetings supporting the sales cycle
• Identify and monitor risks, governance and compliance requirements related to the Service Desk environment
• Be a component of internal and external incident escalation
• Periodic visits to the UK may be required as part of the Service Desk management function

• Extensive Service Desk Management in a Managed Service environment working to ITIL methodology
• Excellent organizational skills with the ability to work calmly under pressure, multitask and prioritize
• Excellent interpersonal skills and the ability to work both independently and as part of a team
• Excellent written and verbal communication skills including the ability to explain technical information clearly
• Excellent people management skills
• Very strong stakeholder management and communication skills
• Experience transforming immature service desk functions, to maturity (processes & people)
• Experience driving all parts of service delivery to ensure overall high-quality customer experience
• A tenacity to drive Change within an organization to demonstrate improvements
• The ability to demonstrate a resilience that enables rapid recovery from difficult situations
• Minimum of ITILv3 Foundation qualification

Retail/EPOS solutions experience is highly desirable