Global Service Desk Director

What this Job Entails: 

The Operations Management Director will oversee the Global Service Desk for a business unit or customer. They are responsible for managing its resources, developing and implementing an operational plan and ensuring that procedures are carried out properly. Additionally, the Operations Management Director regularly evaluates organizational efficiency and makes necessary changes to maximize staff productivity. The role will be responsible for assessing the needs of the company and finds ways to contribute to the big picture by ensuring daily operations run smoothly and as efficiently as possible.

Scope: 

• Directs and controls the activities of a broad functional area through department managers within the company. 

• Works with other senior managers to establish strategic plans and objectives. 

• Works on complex issues where analysis of situations or data requires in-depth company knowledge.

Your Roles and Responsibilities:

• Defining, implementing and revising operational policies and guidelines for the organization

• Working with the human resources department to create job descriptions, hire competent personnel and oversee employee training programs

• Working with the human resources department to develop and implement staff evaluations

• Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place

• Work closely with Recruiting Teams to develop pipeline and process for hiring strong candidates and interview where necessary  

• Liaising with departmental heads to develop financial plans and ensure company-wide compliance

• Keeping track of the company's revenue margins and conducting budget reviews to maximize profits

• Overseeing client support services

• Managing procurement and resource allocation

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 10+ years’ related experience and/or training; or equivalent combination of education and experience 

• Builds and strengthens relationships with executives and/or major customers. 

• Excellent leadership and organizational abilities

• Superior knowledge of industry regulations and operational guidelines

• IT Service Management expert

• ITIL Foundations

• In-depth knowledge of data analysis software

• Working knowledge of customer relationship management (CRM) packages

• Proven knowledge of performance evaluation metrics in a business setting

• Outstanding negotiation skills

• Excellent interpersonal, written and oral communication skills

• Demonstrated success innovating solutions to increase productivity and profitability.

Preferred Qualifications: 

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

What can Astreya offer you?

• Employment in the fast-growing IT space providing you with a variety of career options

• Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network

• Introduction to new ways of working and awesome technologies

• Career paths to help you establish where you want to go

• Focus on internal promotion and internal mobility - we love to build teams from within

• Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace

• Education Assistance

• Dedicated management to provide you with on point leadership and care

• Numerous on the job perks

• Market competitive compensation and insurance, health and wellness benefits