Director of IT Field Services and Technologies

*We are unable to sponsor for this permanent Full time role*

*Position is bonus eligible*

Prestigious Enterprise Company is currently seeking a Director of IT Field Services and Technologies. Candidate oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities:

Field Service Leadership

• Maintain high performing service support functions including and Field Services, IT Service Desk, Desktop Teams

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans for all associated systems

• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes

Meeting Support

• Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
• Lead the Desktop Management teams to continually improve the desktop computing environment
• Manage the desktop computing environment to ensure that laptops, PC's, and other access devices are built and maintained to high standards of performance and security
• Ensure that patching and anti-virus updates are carried out promptly and effectively
• Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Qualifications:

• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified
• Previous experience as a Sr, Manager with experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident
• management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks