At a Glance
- Tasks: Lead global deskside service delivery and implement innovative operating models.
- Company: Join Brookfield, a dynamic company with a collaborative culture.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Be part of a diverse team committed to continuous improvement and excellence.
- Why this job: Make a real impact by enhancing service delivery across global teams.
- Qualifications: 5+ years in IT service delivery and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
Location: London - One Canada Square, Level 25
Brookfield Culture: Brookfield has a unique and dynamic culture. We seek team members who have a long‑term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.
Job Description
- Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews.
- Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard.
- Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows.
- Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook.
- Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.
- Cross‑Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes.
- ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance.
- Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs.
Key Deliverables
- Defined global operating model with clear accountability and standardized workflows.
- Reduced regional process variation and improved cross‑region collaboration to 90%.
- Measurable improvements in SLA performance, MTTR and CSAT to 90%.
- Improve interaction with SNOW, reducing handoff and escalation delays by 90%.
- Enforce SOP adoption rate ≥ 90% compliance across regions.
- Deliver continuous improvement initiatives ≥ 1 per quarter.
- Improve Asset Accuracy: ≥ 98% inventory accuracy globally.
- Embedded culture of continuous improvement through structured reviews and a functioning improvement council.
Required Experience
- 5+ years of IT service delivery experience with a focus on deskside operations.
- Proven success leading global initiatives and implementing ITIL service models.
- Experience translating ITSM frameworks into operational execution across regions.
- Strong proficiency in ServiceNow reporting and endpoint management solutions.
- Excellent analytical, communication and executive stakeholder management skills.
Skills & Qualifications
- Leadership and organizational alignment across global teams.
- Deep understanding of ITIL frameworks and service management principles.
- Ability to develop and monitor KPIs and performance dashboards.
- Cross-regional coordination and change management skills.
- Competency in data integrity, reporting and continuous improvement.
Preferred Qualifications
- ITIL v4 Foundation certification.
- Experience leading global hardware lifecycle or knowledge management programs.
- Experience integrating service delivery with ITSM processes in multinational environments.
Equal Opportunity and Safety Statement: Brookfield is committed to maintaining a positive work environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment. We are proud to create a diverse environment and are proud to be an equal opportunity employer.
We are grateful for your interest in this position; however, only candidates selected for pre‑screening will be contacted.
Manager Global Deskside Service Delivery employer: Brookfield Asset Management Inc.
Brookfield offers an exceptional work environment in the heart of London, fostering a culture that values entrepreneurial spirit, collaboration, and discipline. Employees benefit from diverse growth opportunities through challenging assignments and global initiatives, all while being part of a supportive team that prioritises continuous improvement and knowledge sharing. With a commitment to safety and respect, Brookfield stands out as an employer dedicated to creating a positive and inclusive workplace for all.
Contact Details:
Brookfield Asset Management Inc. Recruitment Team
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