Responsibilities: Ensure that My IT Support service performance consistently meets or exceeds agreed service levels (SLA’s), OLA’s, and user experience levels. Serve as a primary point of contact for business escalations related to IT Service Delivery, and engage with all relevant IT Service Delivery teams as required for resolution Be an ambassador for IT, working across the business to provide effective communication on IT matters, active promotion of IT offerings and build relationships with other teams to ensure effective dialogue between departments Champion for local office with respect to Service Delivery projects, including understanding local business entity impact and ensuring service impact is minimized and understood Drive monthly Support service review meetings covering performance, service improvements, quality and project impact Identify and proactively make recommendations for service improvement; ensure actions are followed through to completion in a timely manner Provide guidance and advice in terms of IT Service Delivery processes and available technology Interact with IT Service Delivery teams to evolve IT standards and end user experience Act as a key contributor to IT quarterly service reviews, service contracts (SDO) and budget planning Manage local processes (I.e., starters, leavers and movers) and coordinate appropriate internal peer groups and external third-party suppliers Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services Knowledge And Skills Experienced Service Management professional with strong IT service delivery background A passion for driving service improvement and exceptional end-user experience Excellent leadership and people management skills Exceptional relationship management (virtual and onsite) and communication skills (written and verbal) at all levels (c-suite to front line end-users) Excellent customer service skills Strong organizational, prioritization and time management skills Experience interfacing with 3rd parties and outsourced managed service providers Knowledge of ITIL disciplines Deep understanding of operational impacts from business and IT change High proficiency in handling conflicts and escalations Proven experience leading virtual teams Willingness to support and mentor junior staff Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including working outside of normal business hours to ...
