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Service Desk Operations Manager

Service Desk Operations Manager

Radius Consultancy

Posted 12 hours ago, valid for 24 days

London, Greater London E14 9QE, England

£65,000 - £80,000 per annum

Full Time

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Sonic Summary

Radius is recruiting for a talented and experienced Service Operations Manager for their Data Centre client based in East London.
The role requires proven experience in managing IT servicedesk operations, preferably in a data centre or mission-critical environment, along with strong knowledge of IT service management frameworks like ITIL.
Candidates should have experience managing a 24x7 servicedesk or support team in a high-pressure environment.
The position involves overseeing day-to-day operations, acting as the escalation point for critical issues, and ensuring effective communication with stakeholders.
The salary for this position is competitive, and candidates should have a minimum of 5 years of relevant experience.

RadiusisrecruitingforaTalentedandexperiencedServiceOperationsManagerforourDatacentreclientbasedinEastLondon.

AssisttheSeniorServiceOperationsManagerindeliveringthestrategyforthe24x7ServiceOperationsfunction,supportingstrategicinitiativesandembeddingacultureofcontinuousimprovementthroughthefunction

Overseetheday-to-dayoperationsoftheservicedesk,ensuringallticketsandincidentsaremanagedeffectivelyandinaccordancewithSLAsandrelevantpoliciesandprocedures.

Actastheescalationpointforcriticalissuesorincidentsthatrequireimmediateattentionandresolution.Ensureeffectivecommunicationwithrelevantstakeholderswithinthebusinessandcustomersasappropriate.Monitorandreportonkeyperformancemetrics,responsetimes,resolutiontimes,ticketvolumes,customersatisfaction

Incident&ProblemManagement:

Tomaintainongoingownershipofallincidentsandfacilitatethecommunicationofincidentupdatestocustomersprovidedbythesupportteams.

Ensurethepromptresolutionofincidents,minimisingservicedisruptionanddowntimewithinthedatacentre.

ProvenexperienceinmanagingITservicedeskoperations,preferablyinadatacentreormission-criticalenvironment.

StrongknowledgeofITservicemanagementframeworks,suchasITIL,andexperienceimplementingITILprocesses.

Experiencemanaginga24x7servicedeskorsupportteaminahigh-pressureenvironment.

Excellentleadershipandteammanagementskills,withtheabilitytomotivate,coach,anddevelopstaff.

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