Global Head of Service Delivery

The Global Head of Service Delivery will maintain and develop the global provision of frontline technical support services, pro-active customer service, and support operations including compliance with international best practice and the IT Infrastructure Library (ITIL). The post holder will ensure that Walkers Global employees are empowered and supported to leverage IT services and receive timely resolutions when they experience technical problems. Key ResponsibilitiesTo lead the Global IT Helpdesk team and partner resources for optimal performance.

To develop a performance-focussed continuous improvement culture of work practices within the Global IT Support Operations teams and nurture the development and career progression of all members of the team. To continually review service-level agreements (SLAs) with key business stakeholders. To coordinate with partner teams throughout the business support functions to enhance service offerings and customer-centric support operations. To develop a knowledge management process for the IT department and customer-facing knowledge base to empower self-service support. To resolve escalated customer and vendor issues in line with internal procedures, protocols and policies and in line with IT Security & Compliance guidelines.

To produce required leadership and performance related reports detailing service levels, KPI’s and alignment with agreed SLA’s and OLA’s. Develop, lead, and motivate the team of Helpdesk and Support Operations professionals to deliver excellent technical/non-technical support with outstanding customer service. Education, Experience and SkillsComprehensive knowledge of all aspects of IT support and infrastructure operations garnered through a combination of informal and formal training and experience. This includes understanding physical and cloud-based architectures, networking, audio visual and desktop environments.

Proven track record in the delivery of IT Service Management fundamentals in a global enterprise environment within a legal, professional or financial services environment. Familiarity with ServiceNow and strong technical understanding of IT Infrastructure Library elements. Microsoft Windows, 365 and Azure experience. Experience with physical and virtual infrastructure environments. Experience with globally mobile workforces including mobile device management, security & compliance fundamentals and travel risk assessments. Minimum 10 years’ experience leading and managing teams within a legal, professional or financial services environment.

Strong IT delivery experience gained whilst working for global or regional enterprise organisations within a legal, professional or financial services environment. Ability and willingness to occasionally work outside normal working hours/days when requested. Walkers offers a dynamic working environment with opportunities for career progression and an excellent remuneration package, including a discretionary performance-based bonus, pension and fully covered health insurance for employees and 5 weeks' vacation. Remuneration will commensurate with qualifications and experience. Please note that Walkers will not accept any applications received from agencies at this time.

Only candidates selected for interview will be contacted after the closing of the role