Our client, a high profile oil and gas organisation require a Head of Service and Operations to join them on a temporary basis.
This job manages all aspects of the day to day operation of the Global Service Desk, Incident, Problem, Event, Service Request and Knowledge Management, ensuring that all processes and activities are operated efficiently and effectively. The key purpose is to coordinate and manage the processes and activities that support the provision of the outsourced Integrated Service Desk to agreed Service Levels. The role will also define the strategy and long-term plans for the Service Desk and the related processes.
Responsibilities:
* Operation of the Global Service Desk
Managing the day to day operation of the Service Desk; performance against Contracts and SLAs; developing a service culture balancing behaviours, process, and technology; verification of information used to produce financial statements and validation of those statements. Also responsible for the transition and transformation of current Service Desks into a single Global Service Desk.
* Supplier Relationship Management of the Service Desk suppliers
Ensuring that suppliers meet requirements for HSSE requirements; fosters open communications with suppliers whilst ensuring the relationship is professional and properly regulated.
* Process Compliance and Improvement for Incident, Problem, Request, Crisis and Event Management
Owns the processes and continually seeks to improve the quality, productivity and culture of the process.
* Service Reporting and Performance
Ensures that effective KPIs are defined, measured and reported which enable service performance to be improved,
* Providing a Centre of Excellence for Service Desk, Incident and Problem Management within IT&S.
Providing a point of focus for the development of BP best practice; leadership and direction for the processes; acts as a mentor for the associated capabilities. Strategic thinking and long-term planning of the Service Desk and associated processes.
Essential Skills/Experience
* Significant IT service delivery experience with major part of this experience in IT Operational Management.
* Significant experience of Service Desk contract management and performance reporting covering third party contracts and operational level agreements involving multi-sourced and multi-disciplined service providers.
* Experience in a dynamic Operational environment managing or supporting major incident or crisis management.
* Experience of driving effective root cause removal across a global, multi sourced IT operation.
* Proven Influencing and Negotiating skills to support the above; this includes being a point of escalation for issues service and process issues.
* Strong Leadership and Collaboration skills as a member of the leader of the Service Operation team, a member of the Service Management team, and a contributor to the Service Management & Desktop Leadership Team and also the wider GOI and IT&S teams.
* Work closely with the SMC Service Transition and Service Improvement Managers to ensure an holistic service management practice.
* Proven commitment to IT Service Management best practices, especially Service Desk, Incident Management, Event Management and Service Request Fulfilment
* Some experience of BP is desirable.
* Managerial qualifications in ITIL and proven experience around ISO2000, CObIT, Six Sigma and Lean Management.
Desirable Skills/Experience
* Experience of Service Delivery in a large outsourced Service Desk and Field Service Operation
* Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management
Please apply for more details![]()
This job manages all aspects of the day to day operation of the Global Service Desk, Incident, Problem, Event, Service Request and Knowledge Management, ensuring that all processes and activities are operated efficiently and effectively. The key purpose is to coordinate and manage the processes and activities that support the provision of the outsourced Integrated Service Desk to agreed Service Levels. The role will also define the strategy and long-term plans for the Service Desk and the related processes.
Responsibilities:
* Operation of the Global Service Desk
Managing the day to day operation of the Service Desk; performance against Contracts and SLAs; developing a service culture balancing behaviours, process, and technology; verification of information used to produce financial statements and validation of those statements. Also responsible for the transition and transformation of current Service Desks into a single Global Service Desk.
* Supplier Relationship Management of the Service Desk suppliers
Ensuring that suppliers meet requirements for HSSE requirements; fosters open communications with suppliers whilst ensuring the relationship is professional and properly regulated.
* Process Compliance and Improvement for Incident, Problem, Request, Crisis and Event Management
Owns the processes and continually seeks to improve the quality, productivity and culture of the process.
* Service Reporting and Performance
Ensures that effective KPIs are defined, measured and reported which enable service performance to be improved,
* Providing a Centre of Excellence for Service Desk, Incident and Problem Management within IT&S.
Providing a point of focus for the development of BP best practice; leadership and direction for the processes; acts as a mentor for the associated capabilities. Strategic thinking and long-term planning of the Service Desk and associated processes.
Essential Skills/Experience
* Significant IT service delivery experience with major part of this experience in IT Operational Management.
* Significant experience of Service Desk contract management and performance reporting covering third party contracts and operational level agreements involving multi-sourced and multi-disciplined service providers.
* Experience in a dynamic Operational environment managing or supporting major incident or crisis management.
* Experience of driving effective root cause removal across a global, multi sourced IT operation.
* Proven Influencing and Negotiating skills to support the above; this includes being a point of escalation for issues service and process issues.
* Strong Leadership and Collaboration skills as a member of the leader of the Service Operation team, a member of the Service Management team, and a contributor to the Service Management & Desktop Leadership Team and also the wider GOI and IT&S teams.
* Work closely with the SMC Service Transition and Service Improvement Managers to ensure an holistic service management practice.
* Proven commitment to IT Service Management best practices, especially Service Desk, Incident Management, Event Management and Service Request Fulfilment
* Some experience of BP is desirable.
* Managerial qualifications in ITIL and proven experience around ISO2000, CObIT, Six Sigma and Lean Management.
Desirable Skills/Experience
* Experience of Service Delivery in a large outsourced Service Desk and Field Service Operation
* Membership of a professional organisation, e.g. Service Desk Institute; IT Service Management
Please apply for more details