Job Summary:

US SDM will be jointly responsible for Request, Knowledge, Incident and Access Management, as well as ownership of end user escalations. With a key focus on leadership, communication, stakeholder engagement, vendor management and continuous improvement, this role will be pivotal to the success of the Global Ascot IT Service Management team.

ESSENTIAL FUNCTIONS AND DUTIES:

• As a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.
• Lead and manage a hybrid team of outsourced and FTE Service Desk and Desktop support colleagues.
• Ownership and development of key stakeholder relationships.
• As a member of the ITSM Management team, contribute towards the overall strategy and development of team objectives.
• Management and resolution of end user escalations and analysis of CSAT feedback pertaining to end user feedback surrounding the performance of the Service Desk and Desktop Support teams.
• Service Reporting, relating to Service Desk and Desktop Performance inline with agreed SLT’s and core KPI’s.
• Where required, perform the role of Major Incident Manager, in line with the responsibilities outlined in the Policy, following the instructions outlined in the process and procedure documentation.
• Identify, record, and deliver continuous improvement opportunities.
• Ensure that Policy, Process and Procedure documentation is written, reviewed, approved and continuously updated in line with agreed cadence.
• Work closely with business change IT project and business stakeholders, to ensure the successful transition of new or changing IT services into support.
• Management of critical outsourced partners, including but not limited to Service Desk, Desktop Support, AV / VC and hardware suppliers.
• Overall responsibility for the procurement, storage, provision, support and maintenance of all end user hardware that is documented as part of the standard EUC policy.
• Management and co-ordination of exception requests to the end user hardware policy.
• Responsible for the support of the management of the desktop image (laptops).

EXPERIENCE AND SKILLS REQUIRED:

• Minimum 5+ Years experience in management of Desktop Support and Service Desk teams.
• Strong understanding of the ITIL framework. (V3 / V4)
• Extensive experience working with Service Now.
• Strong Partner engagement and management skills.
• Ideally, previous experience within the (re)-insurance market.
• Excellent written and oral communication skills with an ability to generate high quality presentation materials.
• Proven track record of excellent attention to detail and a desire to continuously deliver a first-class user experience.