Job Description

We are looking for a proven Director, Service Desk with a track record for improving operational performance and delivering world class service against the commitments of clients’ contracted services, with a background in the financial services or the Managed Service Provider (MSP/MSSP) space.

This position is to maintain high levels of customer service while maximizing employee utilization and responsible for driving improved profitability by increasing usage of the Service Desk by all clients.

Working with the Service Desk Supervisors, and Service Delivery Managers and their teams to determine best practices and process improvements in a client-centric environment. The role requires a strong aptitude towards team management, training, performance management, ticketing systems/processes, and knowledge and experience of ITIL best practices.

Accountable for all aspects of service delivery, you will ensure that contracted service levels are met for all clients managed by the global service teams operating a follow the sun model from our U.S., Europe, Hong Kong and Singapore offices.

Responsibilities

• Lead ECI’s on-site and follow the sun model Service Desk solutions
• Develop the End Use support services and strategy to delight our clients by providing the highest quality engagement from our truly global teams in U.S., Europe, Hong Kong and Singapore.
• Drive continuous improvement and efficiency across service operations
• Develop and maintain positive relationships with the company’s current and future client base, to encourage repeat business, expansion of subscribed services and referrals.
• Ensure that the requirements of customers are met in an efficient and timely manner to the highest quality.

• Drive improving KPIs of the Service Desk and related service delivery functions on a monthly basis and meet all SLA terms that have been agreed with the client base. KPI’s include first contact resolution; time to respond; mean time to resolution and CSAT.

• Collaborate as an active team member with other products and services departments, as well as Sales, Customer Success, People Team and Onboarding Teams
• Creates an environment of effective communication & collaboration

• Help to develop strategy for overall service delivery improvements, such as increasing first contact resolution, reducing time to answer and improving resolution SLA’s and CSAT score.

• Provides strong, dynamic leadership that mentors, develops and guides team members to achieve Customer Satisfaction goals (CSAT) in service delivery.
• Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members, as well as a culture of trust, transparency, and learning.

Skills and Competencies

• Senior level experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments.
• Experience managing a global team delivering business to business IT support services
• Strong ITIL understanding and experience with Incident Management, Change Management, and Problem Management
• Data driven decision making, advanced understanding of ITSM data, metrics and KPIs
• Experience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information.
• Building, creating target operating models for, and leading customer facing teams of 50+, managers and individual contributors

• Financial and analytical acumen with a skillset aligned to running commercially viable technology services
• Knowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plus

Working Conditions

• Ability to work in an independent environment with moderate supervision
• Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers)
• Ability to travel for business and work beyond normal business hours when necessary
• Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components