Global Service Desk Manager - Permanent - London/HybridMy 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 supportDefine, monitor, and refine key performance indicators (KPIs) and objectives and key results (OKRs) to align service desk operationsPromote strong collaboration between regional teams to create a unified, cohesive global service desk experienceStandardise processes and communication protocols to minimise service disruptionsMaintain 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 zonesManage relationships with global and regional service desk vendorsConduct regular reviews with vendors to ensure consistent service delivery and alignment with the global strategyDevelop and oversee the global service desk budget, ensuring efficient use of resources across regionsProvide leadership and guidance to the Service Desk Manager/Team Leader, fostering a culture of collaboration and accountabilityEvaluate 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 deliveryExpertise in setting, monitoring, and reporting on KPIsExperience in vendor management, including contract negotiation and SLA oversightIdeally experience working within a legal or professional services environmentGlobal Service Desk Manager - Permanent - London/HybridIn accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.DGH Recruitment Limited acts as both an Employment Agency and Employment Business
Back to searchGlobal Service Desk Manager / Service Desk Manager
DGH Recruitment
Posted 6 days ago, valid for 22 days
London, Greater London EC1R 0WX
Full Time
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Sonic Summary
- My client, a global law firm based in London, is seeking a Global Service Desk Manager for a permanent position with a hybrid work model.
- The role requires proven experience in a Global Service Desk Manager position, ideally with a background in legal or professional services environments.
- Key responsibilities include managing the development of a global service desk strategy, overseeing vendor relationships, and enhancing performance reporting frameworks.
- The position offers a competitive salary of £80,000 per year, reflecting the strategic oversight and leadership required.
- Candidates should have a strong background in ITIL frameworks, service management best practices, and experience in setting and monitoring KPIs.
