Global IT Service Manager

Mô tả Công việc
Objectives of position:
The IT Service Manager has a pivotal role in interfacing between the SPS business and the IT teams. With an agnostic view across the services offered by the global IT departments, the IT Service Manager will ensure that KPI's are monitored and managed, escalations are dealt with and communicated along with the coordination of changes, problems, and project requirements. A person on this position is accountable of ensuring that all Global IT Operations Teams are ITIL aware and follow ITIL practices.
Essential functions:
Provide a point of contact for technical and non-technical queries, project requests & escalations for the business and Country IT Managers
Lead crisis/emergency calls in SPS IT
Ensure IT of SPS operates based on ITIL best practices (adjust existing workflows or implement new)
Liaise with the business to make sure that expectations are being met and our team and solutions are running smoothly and are adequate for their current & future needs.
Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics.
Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our Company Core Values.
Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics.
Manage and oversee rollout of new technologies/services across the customer base.
Identify, Communicate and Mitigate potential risks to the Company and Clients.
Create and be Accountable to Regular Reporting to the Leadership Team.
Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future.
Manage business expectations to ensure that the Team can deliver on what is promised.
Support the Team and business with any unusual/high-level issues that arise.
Review and approve Timesheets & Expense Reports where required.
Ensure that any new services are onboarded with the appropriate documentation and service definitions.
Creating process documentation.
Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience.
Manage end-to-end internal and business changes that arise.
Analyze monthly/quarterly trends of provided service and implement improvements.
Provide a point of contact for technical and non-technical queries, project requests & escalations for the business and Country IT Managers
Lead crisis/emergency calls in SPS IT
Ensure IT of SPS operates based on ITIL best practices (adjust existing workflows or implement new)
Liaise with the business to make sure that expectations are being met and our team and solutions are running smoothly and are adequate for their current & future needs.
Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics.
Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our Company Core Values.
Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics.
Manage and oversee rollout of new technologies/services across the customer base.
Identify, Communicate and Mitigate potential risks to the Company and Clients.
Create and be Accountable to Regular Reporting to the Leadership Team.
Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future.
Manage business expectations to ensure that the Team can deliver on what is promised.
Support the Team and business with any unusual/high-level issues that arise.
Review and approve Timesheets & Expense Reports where required.
Ensure that any new services are onboarded with the appropriate documentation and service definitions.
Creating process documentation.
Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to deliver better levels of experience.
Manage end-to-end internal and business changes that arise.
Analyze monthly/quarterly trends of provided service and implement improvements.