Job Description
We are seeking a dynamic and experienced Service Delivery Head to lead and oversee the Service Desk function. The ideal candidate will be responsible for ensuring the effective delivery of IT support services to the business, driving continuous improvement in service quality, and ensuring customer satisfaction. As the Service Delivery Head, you will manage day-to-day operations of the Service Desk, set performance metrics, lead a team of service desk professionals, and align service delivery with business goals and IT strategies.
Responsibility:
- Lead, motivate, and manage the Service Desk team to ensure high levels of customer service, efficiency, and performance.
- Develop long-term plans for the growth and transformation of the service desk, incorporating industry best practices and emerging trends.
- Oversee daily service desk operations, ensure SLA compliance, monitor policies, and collaborate with IT teams to enhance incident and problem management.
- Implement performance management, provide feedback, and ensure team members have the necessary tools and training.
- Identify trends and areas of improvement in service delivery, proactively addressing recurring issues and bottlenecks.
- Serve as the primary point of contact for all service desk-related matters, ensuring clear and transparent communication between stakeholders.
- Develop and manage the service desk budget, align staffing and resources with demand, and plan for peak periods and new rollouts.
- Collaborate with IT teams to maintain ITSM platforms and integrate with business systems.
- Proactively manage service delivery risks and oversee incident management for timely resolution of critical issues.
- Develop and implement disaster recovery and business continuity plans to handle unexpected disruptions.
- Establish KPIs for the service desk, monitor performance, and regularly report insights on user satisfaction, ticket volumes, and resolution times.
- Ensure service desk compliance with policies, regulations, and best practices.
- Implement quality assurance measures and regularly audit processes to maintain standards and drive continuous improvement.
Requirements:
- Minimum 15+ years of experience in IT service management or Service Desk leadership, with at least 3-5 years in a managerial role overseeing service operations.
- Commitment to providing exceptional customer service and ensuring high user satisfaction.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA).
- Experience in creating knowledge management databases for service desk teams.
- In-depth knowledge of service desk tools, ticketing systems, and self-service technologies.
- Strong leadership and communication skills.
