Head Of Service Management

My client, a global Asset Manager, is currently looking for a Head of Service Management for a 6-month contract position in the city, paying £700-£750 per day. Must have experience of working in a Financial Services organisation, ideally within Asset Management.

Technical Skills And Qualifications

• At least 10 years “hands-on” experience troubleshooting both user hardware and software issues
• At least 5 years of demonstrable experience supervising and managing a global technical support team
• Experience working in a customer-facing role
• Extensive experience of supporting and managing a large, diverse global user base
• 3rd Party service provider management experience
• Demonstrable experience of providing end-user support in a financial services environment
• Experience providing resource for and working within a structured change management environment for project delivery
• Experience defining and establishing service management workflows and processes aligned with the ITIL framework
• Windows 10, Office 2010, Office 365, Teams, SharePoint/One Drive
• Understanding of security platforms like anti-virus, Firewalls, etc.
• Good technical knowledge of Intune, AD, Azure Cloud Services, Compute, Storage, Networking, and Security frameworks
• Hardware/Services including Desktops/laptops, video conferencing, Telephony & VPN & Wifi

Duties and Responsibilities

• Ensure staff on your regional teams are exceeding expectations and are meeting defined metrics and objectives that you have set
• Ensure that the regional team is delivering BAU and project commitments
• Train, coach, develop, and mentor staff
• Overall responsibility for 1st, 2nd, and 3rd line support operations whilst remaining “hands-on”

Must have a career history in delivering good quality service and excellent stakeholder management skills and be ideally ITIL certified.

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