Head of Servicedesk and Vendor Management

Há 3 dias

Porto, Portugal IWG Tempo inteiro

**Head of ServiceDesk and Vendor Management**:
**About IWG**:
We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So, we made it our mission to help millions of people have a great day at work - every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want

**Technology in IWG**:
We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

**The role**:
The role is for a Head of ServiceDesk and ITVM, responsible for leading the day-to-day operations of the team, ensuring high-quality service and customer satisfaction, overseeing technology implementation, and managing budgets and resources. Ensuring adherence to ITIL processes, service excellence, superior customer experience and year-over-year ticket reduction and shift-left as main goals. Leading the IT Vendor Management as well which is an operational cross functional function providing coordination to all the IT Towers for break and fix, tech dispatches and replacement of hardware on the centres.

**Role and responsibilities**:

- Lead and manage the day-to-day operations of the Service Desk and operational vendor management functions, including incidents, service requests, escalation and major Incidents globally with a mixed team of internals and externals (near-shore and off-shore).
- Ensure high-quality service and superior customer satisfaction by setting and monitoring service level agreements (SLAs) and experience level agreements (XLA) for the delivered services.
- Oversee the implementation of new technologies, tools, and processes to improve service efficiency and ticket reduction.
- Manage the development and delivery of training programs for the Service Desk team, including shift-left approach.
- Define, monitor and report on key performance indicators (KPIs) for the Service Desk and ITVM.
- Ensure that all incidents and requests are managed in accordance with established processes and procedures.
- Collaborate with internal stakeholders, including IT, Finance, HR, Operations and other Business units, to understand and meet their needs. Specially focus on providing a smooth ticket handover between functions.
- Drive continuous improvement initiatives to enhance the quality and efficiency of Service Desk operations.
- Foster a positive, customer-focused culture among the Service Desk and ITVM team.
- Define and improve IT Vendor Management process to ensure alignment, harmonization and effectiveness.
- Responsible for a group of Managers on Duty and Escalations ensuring quick reaction and fast resolution. Additionally, ensuring root cause analysis is delivered for those major incidents in the expected timeline.
- Support on finding new partners and negotiating pricing models when needed together with IT commercials and procurement.
- Set up efficient processes with procurement and facilities for purchase orders submission and tech dispatches.
- Participate with procurement on tenders for on-site support services.
- Improve process from IT Vendor management and technical teams to reduce MTTR.

**Experience**:

- Minimum qualification: Engineering or BSc Degree (TIC, industrial, etc.).
- Proven experience in leading and managing a Service Desk or similar IT support team (minimum 3 years in a management position).
- Experience in implementing and managing ITIL-based service management processes.
- Used to working with IT outsource/managed services, establish negotiations and reach agreements.
- Experience working with near-shore and off-shore resources.
- Experience with incident and problem management, change management, and service level management.
- Experience in delivering training programs and managing staff development.
- Strong understanding of IT service management tools, such as service desk software and remote support tools.

**Skills**:

- Excellent interpersonal and communication skills, with the ability to effectively engage with both technical and non-technical stakeholders.
- Strong technical knowledge of IT service management processes and tools, such as ITIL.
- Ability to analyse data and use insights to drive continuous improvement initiatives.
- Strong leadership skills and ability to motivate and develop a team.
- Excellent English communication and exec

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