Senior Legal IT Recruitment Consultant (Specialising in connecting top IT professionals within leading law firms)
Global Service Desk Manager - Permanent - London/Hybrid
My client, a global Law firm based in London, is currently recruiting for a Global Service Desk Manager on a permanent basis.
Responsibilities:
* Manage the development of a global service desk strategy that ensures seamless 24/7 support
* Define, monitor, and refine key performance indicators (KPIs) and objectives and key results (OKRs) to align service desk operations
* Promote strong collaboration between regional teams to create a unified, cohesive global service desk experience
* Standardise processes and communication protocols to minimise service disruptions
* Maintain and enhance a reporting framework, continuously improve the global reporting framework to ensure it effectively tracks performance against OKRs, providing visibility across regions and time zones
* Manage relationships with global and regional service desk vendors
* Conduct regular reviews with vendors to ensure consistent service delivery and alignment with the global strategy
* Develop and oversee the global service desk budget, ensuring efficient use of resources across regions
* Provide leadership and guidance to the Service Desk Manager/Team Leader, fostering a culture of collaboration and accountability
* Evaluate and implement tools and technologies to support a follow-the-sun service desk, including automation, artificial intelligence, and ITSM platforms.
Experience:
* Proven experience in a Global Service Desk Manager role with strategic oversight responsibilities.
* Strong background in ITIL frameworks and service management best practices.
* Demonstrated success in developing and implementing strategies for 24/7 service delivery
* Expertise in setting, monitoring, and reporting on KPIs
* Experience in vendor management, including contract negotiation and SLA oversight
* Ideally experience working within a legal or professional services environment
Seniority level: Director
Employment type: Full-time
Job function: Information Technology
Industries: Legal Services and Law Practice
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