Job Description
EXCLUSIVE NETWORKS | Introduction
Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization.
Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.
At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.
DUTIES AND RESPONSIBILITIES | About the role
The Global IT Service Delivery Manager role is to be key in not only overseeing the delivery of services to the company but also in leading the transformation of services over the next 12-18 monnth.
This is a dynamic and fast paced opportunity for someone to put to use their experience in service delivery, team management and service transformation with a focus on Service Improvement across the Infrastructure, Workplace Management and general Service Delivery arena.
The IT function is in the middle of an Improvement Programme focussing on areas such as operating model, PMO, People management and Service Improvement. As a key member of this team your input and engagement to all these areas will be essential to the organisations success.
As a Global Service Delivery Manager, you will:
- Drive transformation of Security & Technology Services towards countries, to be service-oriented.
- Engage directly with the business for satisfaction and adherence to agreed Service Levels.
- Actively maintain the Global Service Catalogue in close collaboration with technical teams and business.
- Ensuring accurate and timely resolution of incidents and requests in line with Service Level Agreements (SLAs).
- Act as the escalation for team members (1st -line).
- Hold team members to account on their KPIs and internal service levels .
- Working with the Service Desk manager to ensure that incident reviews are undertaken, written up and the lessons learned implemented.
- Working with the other delivery teams (resolver groups) to align on Service delivery performance and drive improvement areas.
- Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.
- Promote and drive process improvement and automation of services.
- Working with the Service Desk Manager to deliver the end user customer portal & self-service capability.
- Drive the automation of Service Desk and Service Delivery tasks to release resources to focus on higher-value activities.
- Working with the Service Desk Manager to assign/manage/escalations of incidents to the appropriate technical resource/team
- Backfill (as required) for the ServiceDesk Manager.
- Working with the Service Desk Manager to deliver and continual develop service reports incorporating appropriate Key Performance Indicators to show performance of the services.
- Working with the Global IT Leadership Team on delivering improvements with application of a pragmatic and scaled approach to meet the maturity level required.
The ideal Global Service Delivery Manager:
- ITIL certified and practical knowledge and experience of applying the ITIL framework and its procedures and policies to deliver enterprise or corporate IT service.
- Experience of managing and developing IT Service Management tools (ServiceDesk+ & Jira ServiceDesk).
- Experience in defining, leading and delivering Service Improvement programmes on a large and small scale (project management).
- 10 – 15 years leadership and leading & managing globally dispersed teams.
- Working in hybrid technical environment (on-prem & cloud-based services).
- Experience in in-sourcing & outsourcing services.
- Ability to construct and compile business cases.
- Change, Problem & Critical Incident Management experience (defining & setting up).
- Excellent organisation skills
- Ability to work within fast moving team
- Excellent communication skills both written and verbal
- High level of attention to detail
- Collaborative working but prepared to make decisions
- Coaching & mentoring approach
WHO ARE EXCLUSIVE NETWORKS? | Why work for us
We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.
We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.
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If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.