Service Desk Operations Manager

2 weeks ago

Montréal, Canada Fujitsu Full time

Role Purpose The Service Desk Operations Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client’s employees. The Service Desk Operations Mgr. will work closely with the Service Delivery Manager and Delivery Executive and will ensure that all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the CLIENT in accordance with the Agreement. This includes managing and monitoring of SLAs, the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets. Reports to North America Service Desk Practice Leader. Key Accountabilities - Manages the Service Desk Team Agents and Team leads to provide delivery for the customer contracted service commitments & continual service improvements driving development, effectiveness and innovation. - Develops effective relationships with customer’s management team. - Actively owns service risks & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer). - In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client). - Proactively leads internal and external staff in a service partnership as ‘One Service Team’. - Leads the continual improvement of Service Delivery standards & practices. Competencies - 5-7 years’ strong experience in a Service Desk Management role in Managed Services - 7+ years of people and organizational leadership experience. - Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Service Improvement Action plan. - Strong English written and verbal communication skills and capable of interfacing directly with clients. - Good data analysis and reporting skills - expected to use metrics, dashboards, and reporting tools to drive performance improvements and accountability and skilled at presenting data - Able to manage medium size teams (

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