[EZLINK] Head of Global Service Desk - req
STATE THE REF NO IN SUBJECT
MAIL TO inv_sg yahoo com sg
Ref No. SR03
Job Type/Title Head of Global Service Desk
Position Type Permanent
Location Singapore
Main Duties and Responsibilities
• Strategic planning to orchestrate end-to-end service management by
the service desk
• Become and effective senior manager within the organisation which
includes working within your peer structure, showing initiative,
drive and contribution to the organisation for short & long term
growth
• Ensure that the Service Desk assumes full ownership of all requests
and incidents logged by the customer and that this is maintained
through to a satisfactory conclusion
• Ensure effective and manageable KPIs and SLAs are created &
reported upon to deliver a customer orientated service desk
environment
• Review management information to ensure the service desk is
delivering the short and long term strategy
• Consistently review business drivers to review and amend
appropriately the operating model of the service desk, this will
factor in changes in business requirements, demand management and
working with senior management in the organisaon to review planned
and unplanned change.
• Ensure services are delivered using appropriate processes to
achieve consistency and efficiency.
• Create and implement service improvement strategies through data
analysis and MI capability.
• Implement service improvement streams that will aid the delivery of
the service, they are but not limited to:
• Incident Level 1 Problem management
• Toolset enhancement, GSP, Remedy
• Implementation of required toolsets, i.e. Knowledge Base, ACD
• Proactive reduction of demand
• Business communications
• Simplicity & Standardisation
• Additionally, they will be responsible for and will participate in
initiatives across the group which will include activities such as
mentoring & the IT Execution programme.
• Show an outward commitment to actively develop personnel
• Comply with all company's compliance and control working practices.
This will include ensuring compliance and governance practices are in
place and adhering to key controls such as change management.
Experience Required
1. Experienced and customer driven senior manager with a background
in application & systems support, preferably within the financial
services sector
2. Demonstrate experience of managing a global service desk
3. Experience of delivering services to a diverse organisation based
upon global reach
4. Demonstrate experience of working in conjunction with other senior
managers in a sizeable organisation, 5,000+
5. 10+ years operational experience in a client focused environment
6. Understanding of key aspects to the problem, request & incident
management processes
Experience Preferred
Experience working in the APAC region
Skills / Aptitude Required
1. Posses ITIL accreditation (Foundation Level) or can demonstrate
excellent level of expertise within this environment.
2. Financial control experience
3. Key principles of managing an incident and request service desk
4. APAC employment law
5. Experience with MS Technologies, Operating Systems with knowledge
of Networking and messaging principles.
6. Command integrity and respect at a senior level, being well
presented with clear and concise communication skills
7. Experience in understanding valuable and credible MI to make
informative decisions
8. Proven strong senior manager, shows wise and non-judgmental
decision making
9. Analytical approach to Service Desk management ensuring
efficiencies are realised wherever possible.
10. Competent at handling internal and external relationships.
11. A track record of strategic service improvement activity
12. Excellent command of both written and spoken English. Ability to
express oneself articulately and to adapt the method and tone of the
communication to the respective audience.
13. Ability to analyse and summarise complex information and present
clearly to a range of different audiences.
14. Diplomacy: understanding of the need for diplomacy and
confidentiality. An ability to temper communications according to the
subject matter without diluting the message or undermining the
integrity of the message.
15. Ability to deal with the pressure of deadlines and to remain calm
while doing so.
16. Able to prioritise and manage multiple conflicting priorities
without impacting delivery of any.
17. Has an appetite for variety, exposure to senior management and
for shaping specific areas
18. Confident, able to speak up with own thoughts and opinions, but
has intuitive sense of judgment, knowing when to let go and accept a
decision or suggestion made by someone else.
Skills / Aptitude Preferred
1. Automatic Call Distribution (ACD) application, specifically Avaya
2. BMC - Remedy (or similar problem management system)
3. Experience of performing remote support using PCDuo or similar.
4. Language & culture skills to manage a global service desk
5. Willingness to re-locate to Singapore
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