Service Owner Global Service Desk

As an IT Service Owner, you will play a pivotal role in defining and enforcing governance practices for our outsourced Service Desk. Your expertise will be instrumental in driving operational excellence, collaborating with diverse stakeholders, and ensuring seamless IT support for our enterprise.

Requirements

• Manage vendor relationships, ensuring contractual obligations, SLAs, and performance metrics are met.
• Act as the primary contact for vendor escalations and drive service improvement initiatives.
• Define and implement governance frameworks for Service Desk operations, including policies and standards.
• Collaborate with IT teams and business units, providing guidance on Service Desk governance.
• Work closely with adoption and change management teams for smooth transitions during process changes.
• Monitor and analyze service metrics, identifying trends and recommending improvements for user satisfaction.
• Stay updated with industry best practices and emerging technologies to enhance Service Desk capabilities.
• Participate in internal programs, providing architectural guidance and assessments to stakeholders.
• Ensure responsible and compliant IT support practices, partnering with relevant teams.