Service Desk Manager at NECSWS — Hartlepool, GBR | Base Career | Base Career

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Service Desk Manager

NECSWS

Hartlepool, GBR

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Full Job Posting

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.
Essential Qualifications
ITIL v4 Foundation
NPPVL3 + SC clearance required
Desirable Qualifications and Skills
ITIL v5 Foundation
ITIL v4 Intermediate Qualification
We are proud of the benefits we offer employees of NEC Software Solutions
Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/ sell
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A fantastic selection of flexible benefits to suit your individual needs
We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
Come join us and make a difference in the world!
Discover more at www.necsws.com

Qualifications

Essential Qualifications
ITIL v4 Foundation
NPPVL3 + SC clearance required
Desirable Qualifications and Skills
ITIL v5 Foundation
ITIL v4 Intermediate Qualification

Service Desk Manager

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Job Fit Check

Full Job Posting

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Qualifications

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