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Oversees the activities of a call center that provides outsourced operational / business processes support for contracted companies.
Ensures quality service and operational performance within the parameters of the customer’s program and delivery standards.
Analyzes operational processes, establishes escalation procedures, and oversees training needs assessments to identify opportunities for service delivery improvements.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language and accent training, and support of overall customer requirements.
Duties may also include contract negotiations, customer account relationship management, and financial results (call center profit and loss responsibility).
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
Job Description
As a Service Desk Manager, you'll be responsible for the smooth running of our support desk. The Service Desk Manager will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors.
The Service Desk Manager will provide information to other key IT Support areas e.g. Business Partnering teams to enable them to report on service performance to their customers.
Roles & Responsibilities
Responsible for service delivery excellence.
Ensure the smooth running of the Service Desk, delivering the Service Desk OLAs, SLAs and KPI’s
Analyse performance of Service Desk activities and documented resolutions; maintain and manage CSI (continual service improvement) register for problem areas;
devise and deliver solutions to enhance quality of service and to prevent future issues
Management and understanding of SLAs (Service Level Agreements), OLAs (Operational Level Agreements) and Vendor / UCs (Underpinning Contracts)
Enforces contractual obligations, compliance to company policies and procedures, corporate governance and relevant legislation.
Meeting Structures
Reporting, Data & Information
Produce management and operational reporting packs, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making
Manage the data integrity of the Contact Centre Solution
Business Requirements (information criteria)
Daily Operational Checklists
Management of Risks and Issues
Root Cause Analysis Process
Escalation Matrix
Recruitment
setting and cascading business objectives and targets to the team, setting development plans; carrying out 1 : 1’s, performance reviews;
disciplinary actions
Identify, manage and develop talent; develops and empower people; recognizing and rewarding value added performance; manages, motivates and creates a high performance team
Ensure resource allocations and schedules are maintained; ensures optimal workload balancing
Ensure operational procedures and practices are well defined, documented and consistently applied
Relevant qualification
ITIL v 3 certified
A minimum of ITIL v 3 foundation is required. ITIL v 3 Expert / Specialist (Intermediate Service Operation and / or Continual Service Improvement) is preferred
At least 5 years’ industry experience in large scale, complex IT service delivery and support environment essential
Resource needs to have a demonstrable track record of working within an IT Service Management and Call Centre environment, with working experience in a leadership and / or management role
Prior experience in ITSM toolsets (example Ivanti Service Manager, BMC Remedy, ServiceNow) essential Experience of operating in multi-cultural and global environments and working in a matrix organisation required.
COBIT, Sig Sigma and any technical qualifications such MCDST (Microsoft Certified Desktop Support Technician) is an advantage
dimensiondatacareers
Skills Summary
Financial Management, Incident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request Management
What will make you a good fit for the role?
Remote Type :
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
