Global Service Desk Manager

Global Service Desk Manager – Permanent – London/Hybrid

My client, a global Law firm based in London, is currently recruiting for a Global Service Desk Manager on a permanent basis.

Responsibilities:

• Manage the development of a global service desk strategy that ensures seamless 24/7 support
• Define, monitor, and refine key performance indicators (KPIs) and objectives and key results (OKRs) to align service desk operations
• Promote strong collaboration between regional teams to create a unified, cohesive global service desk experience
• Standardise processes and communication protocols to minimise service disruptions
• Maintain and enhance a reporting framework, continuously improve the global reporting framework to ensure it effectively tracks performance against OKRs, providing visibility across regions and time zones
• Manage relationships with global and regional service desk vendors
• Conduct regular reviews with vendors to ensure consistent service delivery and alignment with the global strategy
• Develop and oversee the global service desk budget, ensuring efficient use of resources across regions
• Provide leadership and guidance to the Service Desk Manager/Team Leader, fostering a culture of collaboration and accountability
• Evaluate and implement tools and technologies to support a follow-the-sun service desk, including automation, artificial intelligence, and ITSM platforms.

Experience:

• Proven experience in a Global Service Desk Manager role with strategic oversight responsibilities.
• Strong background in ITIL frameworks and service management best practices.
• Demonstrated success in developing and implementing strategies for 24/7 service delivery
• Expertise in setting, monitoring, and reporting on KPIs
• Experience in vendor management, including contract negotiation and SLA oversight
• Ideally experience working within a legal or professional services environment

Global Service Desk Manager – Permanent – London/Hybrid

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