Service Desk Manager

///Service Desk Manager

Service Desk Manager

An exciting opportunity for a Service Delivery Manager to take care of the day to day operations of the IT Service Desk in the banking industry.

Mandatory Skill(s)

  • Diploma/Degree in IT or Communications or relevant qualifications;
  • 5 – 8 years’ experience in Infrastructure service delivery and management within Financial Services;
  • Experience supporting desktops, servers, infrastructure related services;
  • Good experience and expertise in Stakeholder management, Vendor management, Change management, Risks and Issue Management;
  • Ability to drive and motivate the team to meet tight deadlines;
  • Must be result oriented and ensure that SLAs are met and proactively suggests in service improvements;
  • Should be a good leader with strong interpersonal and communication skills;
  • Ability to interpret and represent technical issues to stakeholders.

Desirable Skill(s)

  • ITIL Certified.

Responsibilities

  • Manage the overall Service desk activities and supervise service desk agents;
  • Ensure that overall Infrastructure Service Delivery is as per SLA;
  • Maintains the high quality of services to the business and ensure that service is consistency, always available and high quality;
  • Work closely with other IT team and vendor relationship to ensure the overall service delivery;
  • Responsible for risk management, issue management, incident management and overall escalation/ risk mitigation of overall services;
  • Work within the framework and adhered to the organization and regulatory practices/processes/guidelines/checklist;
  • Provide KPI reporting and data trends analysis on incident and problem ticket metrics for service improvement;
  • Keep all stakeholders updated and proposed any improvements continually;
  • Identify and prioritize the root cause of issues and check that they are resolved in timely manner;
  • Take on hands-on role by managing urgent, escalated and complex support issues;
  • Establish continuous service improvement framework for service management;
  • Assist in overall Governance, Audit and overall resolution on service management;
  • Managed the overall outsourced activities including items/issues and site inspections;
  • Perform checks and review to ensure that service and business level agreements are met;
  • Develop effective and workable framework for managing and improving customer IT support in the organization
  • Any other tasks as assigned from time to time.
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2018-10-16T05:50:48+00:00

Sciente International wins again at HR Asia Recruitment Awards

For the 4th straight year, Sciente International’s sustained efforts have been recognised yet again with the awards for both, Best Specialist Recruitment Agency, and Recruitment Agency of the Year in the “under 50 employees” category.

Sciente International wins again at HR Asia Recruitment Awards

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