Full Description

We're seeking an exceptional customer-focused Senior IT Service Delivery Manager to drive service culture across the IT team.

This role requires an exquisite attention to detail and authentic passion for customer service.

As part of the IT Management Team, and in conjunction with the Group IT Director, you'll be responsible for designing, implementing and maintaining policies, procedures and measures to deliver enviable levels of customer focus across the IT function – ultimately ensuring our customers expectations are met, and have the support they need.

We want you to take a flexible and pragmatic approach to selecting and implementing frameworks and good practice, and be relentless in your drive for continuous improvement.  

You'll own and use the IT service management systems to measure and report on performance, trends as well as using the data for sound decision making.

You'll have excellent communication skills, both to influence change across the IT teams, as well as confidence to deal with any customer challenges.

You'll be leading the Global Service Desk team, supported by a European Team Manager and Team Leads in Asia and the Caribbean who report directly to you, together helping ensure our customers receive consistently excellent service – ultimately solving customer problems and driving customer satisfaction.


Key Responsibilities 

• Monitoring and managing the Global IT Service Desk Team to ensure optimal service
• Measure and maintain high performance levels for service-related processes across IT, implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with internal / external IT teams, and establishing effective communication between stakeholders 
• Ensuring that policies and procedures are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting or exceeding customer expectations, and driving future demand
• Recommending improvements and seeing that actions are implemented 
• Providing accurate and regular reports on the performance of the service delivery team
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between teams

Skills, Knowledge and Expertise

• Exceptional customer-facing skills
• In-depth knowledge of incident management, problem management, change management and other disciplines related to service delivery
• Ability to manage and prioritise tasks efficiently
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Expertise in people management and leadership
• Strong organisational skills
• Capacity to train and guide junior team members
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

About Ogier
Ogier provides legal advice on BVI, Cayman, Guernsey, Jersey and Luxembourg law. Our network of locations also includes Beijing, Hong Kong, London, Shanghai, Singapore and Tokyo. Legal services for the corporate and financial sectors form the core of our business, principally in the areas of banking and finance, corporate, investment funds, dispute resolution, private equity and private wealth. We also have strong practices in the areas of employee benefits and incentives, employment law, regulatory, restructuring and corporate recovery and property. Ogier's corporate administration business, Ogier Global, incorporates and administers a wide variety of vehicles including public and private companies, partnerships and trusts. Ogier is based in 11 jurisdictions including Beijing, BVI, Cayman Islands, Guernsey, Hong Kong, Jersey, London, Luxembourg, Shanghai, Singapore and Tokyo.

For more information please visit https://ogier.pinpointhq.com/en/jobs/49708.

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