The Service Delivery Manager, Global Service Desk will be responsible for the global operation and successful delivery of the Global IT Service Desk service.
Working in close collaboration with internal and external partners, The Service Delivery Manager will be responsible for driving forward a significant initiative to improve the maturity of the Global Service Desk, and ensure ongoing customer satisfaction with the services provided. The primary focus will be working closely with our outsourced provider to maintain and improve the underlying Service Desk service to the end user in a measurable way, and also to implement improvement processes, whilst championing the use of IT best practices, such as Remote Control tools and Knowledge Management processes for IT support.
In addition to taking ownership for and driving resolutions to issues with the service, the Service Delivery Manager will work with our partners to ensure escalations and handoffs from tier 1 to tier 2 and tier 3 resolver groups are conducted correctly. The role holder will also be responsible for measuring customer satisfaction and providing comprehensive and regular management information on the state of the service.
The environment is a mix of both internal and outsourced resources delivering services across multiple countries, cultures, and languages. The candidate must be able to create and convey successful strategies and operational objectives for the Service Desk, and then execute that by influencing, leading and ultimately delivering in a highly matrixed and leveraged environment.
It is essential that as an experienced Service Delivery Manager, you are ITIL certified and experienced with working within an outsourced vendor management model, capable of building strong business relationships, coupled with excellent communication skills and experience of managing global (onshore/offshore) teams.
Essential Skills & Experience
o Previous experience in the management of outsourced providers in a global environment
o Previous experience in Service Desk and Desk Side service delivery
o Experience of Tier 2 and 3 support organizations
o Understanding of the metrics that should be utilized to measure all aspects of service delivery including, but not limited to:
o Vendor performance
o Client satisfaction
o Ticket processing and efficiency
o Measurement against Service Level Agreements
o Knowledge Management – tools and processes
o Excellent communication skills, both oral and written at multiple levels within the organization
o Vendor Management
o Large scale Service and Project delivery
o Technical knowledge of common tools and processes used in the global delivery of end user services (e.g. ticketing systems, reporting tools, survey tools, etc.).
o Knowledge of SaaS based ITSM tools, e.g. Remedy, Service Now, Cherwell, FrontRange, ZenDesk or similar
o Strong experience establishing and leading global service desks, both internal and outsourced. Experience must include both offshore service desk operations
o Experience of desk side tier 2 and tier 3 support
o Demonstrable experience establishing a positive and professional working relationship with service delivery vendors, aligning objectives, goals and strategies while measuring and enforcing accountability
o Service Delivery in a global and/or matrixed environment
o Experience of developing Operating Level Agreements, utilizing multiple tier 2 level resolver groups while making handoffs and tracking seamless to the customer
o ITIL Certified to Foundation Level (V3)
o Undergraduate degree in information technology or related field
o Graduate degree in business or related field
o Six Sigma certification
o Certification in the management of technology outsourcing
o PRINCE II qualification
About Universal Music Group
Universal Music Group (UMG) is the global music leader with strong market positions in recorded music, music publishing, and merchandising. The recorded music business discovers and develops recording artists and then markets and promotes their music across a wide array of formats and platforms. UMG's music publishing company, Universal Music Publishing Group, discovers and develops songwriters, and owns and administers copyrights to musical compositions for use in recordings, public performances, and related uses, such as films and advertisements. Bravado, UMG’s merchandising company, sells artist and music branded products via multiple sales points including online, fashion retail, and live performances.