Service Desk Manager, ITIL, SLA, Stakeholder relations
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Service Desk Manager

  • Job reference: AQIT419
  • Location: West End, London
  • Job type: Temporary
  • Area of Expertise: IT
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Job description: I am currently seeking an Service Desk Manager with ITIL practices knowledge to work in Camden for an initial 2 moth contract.

The role of the ITIL Service Centre Manager is to build relationships with key senior staff in departments in order to better understand the needs of the business to deliver business benefits.

A ITIL Service Centre Manager will take responsibility for Incident resolution and ensure that established processes and procedures are followed from the Service Centre through to frontline support. Initiate process improvement and adoption of standardized models to develop quality management techniques. Drive continual service improvement within Infrastructure Services and to contribute to performance improvement initiatives.

The role will be based around Camden and Islington.
* To lead the support team, emphasising on using resources effectively and assisting the team in resolving complex and difficult problems by providing expert advice and technical support for a user base of 4500 staff
* To ensure supplier contract management service level agreements are met and supplier performance is regularly reported
* To ensure that the service adhere' s to agreed SLA's with the business while continuously evolving through service improvement
* Assist the organisation with its transition from "service as is" to a new operating model for shared digital.
* To develop, implement, and maintain policies, procedures, and associated training plans for the Service Centre technical, administration and support functions
* To manage budgets for staffing, projects and relevant support contracts ensuring monthly forecasts are completed in accordance with council procedures
* To assist in the development and delivery of a centre of expertise for relevant technologies and for providing information and consultancy to other parts of ICT and client departments
* To assist in the planning and development of the implementation and delivery of the ICT Strategy, with particular focus on the consolidation, development, enhancement and security of the service centre provision
* To ensure that the service centre meets Service Levels, based on agreed standards of service and expected performance levels, and that is continuously improved and developed in line with best practice.
* To take responsibility for improving the quality of the systems and services by identifying and planning systematic corrective action to reduce errors
* To support the implementation of procurement strategies and evaluation criteria in line with procurement legislation
* To support performance reporting so that it is risk and exception based
* To develop the core competencies of section staff in line with business needs
* To apply Systems Thinking and Lean approaches to drive out further efficiencies and costs
* To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan.

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email