VP – Customer Service, Information Technology recruitment
This role is responsible for managing the Global IT Customer Service teams which includes Desktop Support, Help Desk, Audio Visual Services. In additional to the daily operations activities, this role will also be responsible for driving and leading the Service Transformation Program. Service Transformation Program is a continuous service improvement program that will drive change across the ITIL functions and disciplines within the Service Management organisation, which includes but not limited to: Incident/Request Management, Problem Management, Service Desk, Service Reporting, Service Level Management, etc.
Serving as a critical member of the technology leadership team, he/she will lead the development of an improved service management strategy for the firm, and transform the team that will drive the implementation and change effort across the technology organization.
Specifically, the VP Technology Operations - Customer Service responsibilities include:
• Responsible for managing the three Regional IT Customer Service (TSA) Managers, Americas, EMEA, and APAC and their staff. Manage day to day support, teams and related efforts
• Develop long term goals and strategies to ensure quality service, support to clients, and maximization of the services provided to clients and the operations and applications teams.
• Responsible for managing all IT Incidents / Outages related to Desktop Support to resolution in an ITIL base organization, including communications to stakeholders during incidents
• Develop IT Customer Service Levels Requirements and associated processes to ensure continuous improvement
• Build relationships across the firm to understand the information needs across functions and to negotiate deliverables and schedules as well as to discuss project status, issues and recommendations.
• Responsible for managing both internal and outsourced staff (Service Desk) to ensure all Service Levels are met
• Manage the Technical Support Analyst Team and continually review the current performance and queue management of IT resources
• Administer policy, procedure and process standards for the effective management of the Customer Service organization.
• Foster a quality mindset, establish, and enforce request processes for new IT Service Requests in order to maximize the benefit and quality of business investments in IT
• Measure and track progress toward stated SLAs.
• Evaluate the performance of external vendors providing IT Customer Support.
• Drive and manage the Service Transformation Program. Deliver changes to the existing Service Management Processes across all the ITIL disciplines to achieve continuous improvement to the level of service provided by the overall Service Management organization
• Provide guidance, training, and drive the implementation of standard procedure for the virtual global incident management team.
Qualifications and Experience:
• Previous financial services experience in a support related field is desired
• Strong infrastructure related knowledge desired.
• Extensive support experience a must.
• Previous relevant work experience
• Strong customer focus and follow-up skills necessary.
• Must be well-organized, with superior relationship-building and management skills.
• Excellent verbal and written communication skills.
• Candidate must be able to stay focused under pressure.
• Technical Aptitude a must.