Service Desk Manager

The role is office based in Hartlepool.

The Service Desk Manager is a varied, challenging and exciting role. The role is responsible for ensuring the Service Desk and Incident Management processes are not just fit for purpose but pushing the envelope of what is possible, driven by the continually evolving needs of the business.  It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide. 

Working within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC colleagues and our customers. The role will have direct line management responsibility for 4 FTEs and responsibility for a wider team of ~50 people based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the design and delivery of the Service Desk and Incident Management processes within NEC. The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000 and will involve managing multiple distinct service desks.

Responsibilities

• Develop and own the end-to-end processes & delivery within NEC including;
  • Service Desk practice
  • Incident Management practice
• The ability to build and lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
• Work collaboratively with the NEC business stakeholders to ensure that their needs and the needs of their customers are well understood and met
• Measure, monitor and review in scope processes, using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
• Manage and forecast resources, ensuring our staff are skilled to the appropriate level
• Support bid responses and costing, and the development of service offerings with the business stakeholders to allow us to expand our capability
• Accountable for maintaining compliance to internal and external audits, supporting the maintenance of a number of ISO standards and Security certifications (that rely on Service Management process adherence). Involvement with internal and external ISO 20000 audits.
• Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
• Play a prominent role in onboarding new services, ensuring the teams are prepared for service take-on and understand the contractual/ business needs for each service and solution implemented
• Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
• Work very closely with the Service Delivery Manager (Service Management) and Head of Service Delivery to ensure a full ITIL aligned end to end service is available to stakeholders
• Ensure an appropriate balance between cost of delivery and quality of delivery is achieved
• Engagement with 3rd party organisations as required.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term and long-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organisation’s and our customers businesses.
• An ability to think critically about systems and to make adjustments as needed following a continual improvement approach.
• The ability to manage time effectively while setting the tone for the team through leadership.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

Essential Skills

Extensive service desk management experience in a complex organisational structure.

Strong Stakeholder Management 

Resource Management

Possess excellent customer service skills and an ability to innovate

Excellent communication and business writing 

Working knowledge and experience of the ISO 20000 Service Management Standard

Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can

Must be able to work closely with the Head of Service Delivery as well as independently.