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Service desk senior operations manager

CV MARKET´S CLIENT

Darbo skelbimas negalioja

Darbo skelbimo numeris 78513

Darbo skelbimo numeris

78513

Job Description

    Responsibilities:
  • To deliver ‘world class’ (top quartile) support for the global Barclays IT user base in relation to the provision of Service Desk services (1st Line IT Support and Provisioning);
  • Deliver a strategic design and build out to deploy the Global Service Desk strategy to incorporate UK, Western Europe and Emerging Markets geographies;
  • Responsible for daily and strategic management of multiple multi national operational support functions (in house and outsourced) to implement and deliver operational excellence and drive service improvement;
  • Global ownership of Service Desk (Standard Incident and Provisioning) process and governance, including organization wide governance over complex vendor and support functions;
  • Working with our joint venture partners with specific responsibility for the execution of end to end delivery of End User IT Support & Provisioning services;
  • Lead key stakeholder relationships within designated Barclays business units and stakeholder groups;
  • Accountability for Service Levels and Operational Rigour of Service Desk services;
  • Contribute fully to the End User Support, Production Services and Barclays leadership teams;
  • Deliver robust quality and cost management;
  • Deliver robust controls and a strong risk profile, including IT Security;
  • Leadership, vision and influence over the strategic direction of EUS and associated functions on a global scale;
  • Provide data, which enables technical components and operations to be aggregated in cost and performance terms into Services.


Requirements

  • Experienced in large volume people leadership in a professional call centre / technical administration environment;
  • Passion for customer service excellence;
  • In depth understanding of Contact / Processing Centre methodology and practice;
  • In depth understanding of the Service Desk industry and best practice;
  • Experience of managing international / cross border functional teams;
  • Experience in managing significant operational and organisational change;
  • Experience leading and directing a complex, large scale, multi site Contact Centre environment;
  • Track record as a successful leader through periods of wide scale transitional change;
  • Familiarity with and ability to apply Barclays HR frameworks for managing change;
  • Fluent English skills.


If You are interested, please send Your CV in English with subject “Service Desk Senior Operations Manager” Confidentiality guaranteed. Only selected candidates will be informed.


Company offers



Location:
Lithuania
Job type:
full-time, employee
Expiration date:
11 January 2010
Published:
11 December 2009

CV MARKET´S CLIENT

Strategic Staffing Solutions International client – Barclays – with operations in more than 50 countries and 155,000 colleagues internationally, is opening an IT infrastructure centre in Vilnius and is looking for Service Desk Senior Operations Manager