Regional IT Service Delivery Manager

The Regional IT Service Delivery Manager role is to:


* Manage a Regional IT Servicedesk team with a customer-centric support approach across multiple locations, focused on service availability and performance.


* Provide overall technical and managerial leadership to the Regional Servicedesk team members.


* Management of customer expectations and the setting of organizational standard for customer service.


* Responsible for identifying and pursuing IT service management and improvement framework.


* Committed to regular quality improvements through employee satisfaction surveys.


* Responsible for managing the daily operations of the Regional IT Servicedesk team.

Responsibilities


* Oversee all the users requests and incidents tickets.

Act as escalation point for all requests and incidents.

Constant improvement in escalation processes coupled with an efficient follow-up methodology.


* Point of coordination for the region's ITSM platform.


* Measure and monitors performance of SLAs and OLAs for Management Reporting.


* Responsible for IT Asset management (Hardware and software).


* Determine root cause of issues and communicate appropriately to internal and external customers.


* Train and mentor IT Servicedesk teams.


* To build the Regional IT Servicedesk to provide central IT EUC support for the regions


* Manage the communication process for outage/emergency activities to the impacted region.


* Provide infrastructure support for existing and new tools.


* Ensuring that all processes used by the IT service desk are thoroughly documented, consistently reviewed, and regularly improved.


* Promoting the IT service desk with the management team and working towards the goal to be viewed as a core business asset.


* In-charge of the coordination for all remote meetings (e.g townhall, budget meetings, board meetings, etc).

Job Requirements


* Degree in computer science, engineering, or relevant field.


* 5+ years' experience in managing Regional IT Servicedesk or equivalent


* Knowledge in IT Service Management framework with relevant qualifications such as ITIL


* Certification in Microsoft, Cisco, etc will be a plus.


* Proven experience in vendor management and outsource IT services.


* Strong Hands-on skills on End User computing systems (hardware/software etc)


* A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.


* Ability to balance and plan the short-term actions of the team.


* Knowledge and understanding of best practices for service management.


* Excellent organizational and leadership skills with strong stakeholder management experience.


* Excellent written and oral communications skills.


* Regular travels may be required.

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