Global Service Desk Manager - Permanent - London/Hybrid

My client, a global Law firm based in London, is currently recruiting for a Global Service Desk Manager on a permanent basis.

Responsibilities:

Manage the development of a global service desk strategy that ensures seamless 24/7 support
Define, monitor, and refine key performance indicators (KPIs) and objectives and key results (OKRs) to align service desk operations
Promote strong collaboration between regional teams to create a unified, cohesive global service desk experience
Standardise processes and communication protocols to minimise service disruptions
Maintain and enhance a reporting framework, continuously improve the global reporting framework to ensure it effectively tracks performance against OKRs, providing visibility across regions and time zones
Manage relationships with global and regional service desk vendors
Conduct regular reviews with vendors to ensure consistent service delivery and alignment with the global strategy
Develop and oversee the global service desk budget, ensuring efficient use of resources across regions
Provide leadership and guidance to the Service Desk Manager/Team Leader, fostering a culture of collaboration and accountability
Evaluate and implement tools and technologies to support a follow-the-Sun service desk, including automation, artificial intelligence, and ITSM platforms.

Experience:

Proven experience in a Global Service Desk Manager role with strategic oversight responsibilities.
Strong background in ITIL frameworks and service management best practices.
Demonstrated success in developing and implementing strategies for 24/7 service delivery
Expertise in setting, monitoring, and reporting on KPIs
Experience in vendor management, including contract negotiation and SLA oversight
Ideally experience working within a legal or professional services environment

Global Service Desk Manager - Permanent - London/Hybrid

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business