Location: UK - Cust. Site ENG | Job-ID: 215271 | Contract type: Standard | Business Unit: Information Technology

ABOUT US

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business

• Provide secondary point of contact for escalations, issues or complaints for a contractual services team
• Provide single point of contact for assigned integration activities, or expansion of services
• Responsible for execution of the Service (continuous) Improvement Plans
• Support the Team Leaders via coaching and mentoring
• Support the Team Leaders by setting business objectives and targets
• Share good practice processes and successes with the operational teams
• Management of escalations as per the company escalation matrix
• Management of Service Desk Forecast against agreed budget
• Responsible for commercial compliance i.e. KPI deliverables
• Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
• Support cost reduction initiatives within the Service Desks