What success looks like in this role:

• Leads entire regional Service Desk operations.
• Develops the Service Desk strategy for the region, leading and driving the implementation of the Service Desk roadmap into all accounts.
• Holds regional delivery P&L responsibility.
• Provides overall leadership for the Service Desk team, ensuring a client-focused approach and adherence to best practices.
• Establishes and enforces Service Desk policies, procedures and workflows to ensure efficient service delivery.
• Generates ideas for new processes, tools and techniques.
• Helps identify risks and how to mitigate before crises develop.
• Collaborates with key clients to plan, develop and implement next steps.
• Promotes, encourages and demands strong client service in all activities.
• Monitors Service Desk performance metrics and KPIs to assess operational effectiveness and identify areas for improvement.
• Serves as a primary point of contact for key clients, including senior management, business unit leaders and external clients.
• Participates in Pre-sales activities and actively supports sales efforts as required through participation in client engagements and hosting.
• Provides regular updates and reports to senior leadership on Service Desk performance, achievements and challenges.

#LI-AL1

You will be successful in this role if you have:

• Depth of experience managing large service desk teams of 250 members + 
• Must have done a similar role in an IT Services environment 
• Ability to lead, motivate and inspire 

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