Service Desk Manager - Itil - Hybrid Working in Hartlepool

The role is office based in Hartlepool. The Service Desk Manager is a varied, challenging and exciting role. The role is responsible for ensuring the Service Desk and Incident Management processes are not just fit for purpose but pushing the envelope of what is possible, driven by the continually evolving needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC colleagues and our customers. The role will have direct line management responsibility for 4 FTEs and responsibility for a wider team of ~50 people based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the design and delivery of the Service Desk and Incident Management processes within NEC.

The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000 and will involve managing multiple distinct service desks.

• Service Desk practice
• Incident Management practice
• Measure, monitor and review in scope processes, using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
• Support bid responses and costing, and the development of service offerings with the business stakeholders to allow us to expand our capability
• Accountable for maintaining compliance to internal and external audits, supporting the maintenance of a number of ISO standards and Security certifications (that rely on Service Management process adherence).
• Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
• Play a prominent role in onboarding new services, ensuring the teams are prepared for service take-on and understand the contractual/business needs for each service and solution implemented
• Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
• Work very closely with the Service Delivery Manager (Service Management) and Head of Service Delivery to ensure a full ITIL aligned end to end service is available to stakeholders
• Ensure an appropriate balance between cost of delivery and quality of delivery is achieved
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term and long-term actions of the team.
• Knowledge and understanding of best practices for service management.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Extensive service desk management experience in a complex organisational structure.
• Strong Stakeholder Management
• Resource Management
• Possess excellent customer service skills and an ability to innovate
• Excellent communication and business writing
• Working knowledge and experience of the ISO 20000 Service Management Standard
• Must be able to work closely with the Head of Service Delivery as well as independently.
• ITIL v4 Foundation
• ITIL v5 Foundation
• ITIL v4 Intermediate Qualification

We are proud of the benefits we offer employees of NEC Software Solutions:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have an invaluable employee assistance programme which can help in every area of your life

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. We’d love your help. And we’ll support you all the way.