Service Desk Director - 12 month contract

Unisys; Milton Keynes; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee regional Service Desk operations. This role involves developing and implementing strategies, managing a large team, and ensuring exceptional client service. The ideal candidate will have significant experience in IT services, a proven ability to inspire teams, and a strong focus on performance metrics. Join a forward-thinking company that values diversity and is committed to excellence in service delivery. If you are ready to make a significant impact and drive operational success, this opportunity is for you.

Qualifications

• Experience managing large service desk teams of over 250 members.
• Proven track record in an IT Services environment.

Responsibilities

• Lead regional Service Desk operations and strategy implementation.
• Monitor performance metrics and identify areas for improvement.
• Serve as primary contact for key clients and senior management.

Skills

Leadership

Client Service

Service Desk Management

Risk Management

Team Motivation

Job description

What success looks like in this role:

• Leads entire regional Service Desk operations.
• Develops the Service Desk strategy for the region, leading and driving the implementation of the Service Desk roadmap into all accounts.
• Holds regional delivery P&L responsibility.
• Provides overall leadership for the Service Desk team, ensuring a client-focused approach and adherence to best practices.
• Establishes and enforces Service Desk policies, procedures and workflows to ensure efficient service delivery.
• Generates ideas for new processes, tools and techniques.
• Helps identify risks and how to mitigate before crises develop.
• Collaborates with key clients to plan, develop and implement next steps.
• Promotes, encourages and demands strong client service in all activities.
• Monitors Service Desk performance metrics and KPIs to assess operational effectiveness and identify areas for improvement.
• Serves as a primary point of contact for key clients, including senior management, business unit leaders and external clients.
• Participates in Pre-sales activities and actively supports sales efforts as required through participation in client engagements and hosting.
• Provides regular updates and reports to senior leadership on Service Desk performance, achievements and challenges.

You will be successful in this role if you have:

• Depth of experience managing large service desk teams of 250 members+
• Must have done a similar role in an IT Services environment
• Ability to lead, motivate and inspire

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.