Service Desk Manager
2 meses atrás
**Why work for Brennan?**
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian owned systems integrator in Australia.
**Brennan offers an excellent remuneration package and benefits including**:
- A strong culture underpinned by values that are truly lived every day.
- An environment that embraces learning and development of all employees.
- Flexibility to work in the way that brings out the best in you.
- The ability to do what you love, in an environment that supports you.
- A focus on health and well-being.
**The Role**:
This position as a Service Desk Manager is to lead our 24/7 service team in Sri Lanka. In this role, you will ensure high-quality service for our customers and oversee day-to-day operations. You will be the main point of contact for local team leads and will collaborate closely with leadership teams in Australia and India.
This is a key leadership position where you will help improve our services to meet customer needs. We are seeking a dynamic, self-motivated individual who can manage a team directly and also work collaboratively across the organization. You should be a strong people leader, dedicated to coaching and supporting your team’s development.
The role requires good technical knowledge and a strong background in customer service. You'll focus on improving operational efficiency, planning capacity, automating processes, and enhancing overall service quality.
**Key Responsibilities**:
- Act as a People Leader, an ambassador and a Subject Matter Expert (SME) for Sri Lanka Service Desk operations
- Point of escalation for the Sri Lanka Service Desk team for service delivery issues.
- Confidently raise concerns/ issue / improvements/ updates back to the broader Service Desk leadership
- Drive efficiencies within the environment to improve customer satisfaction and increased cost optimisation.
- Manage, direct, develop, and motivate direct reports to ensure high levels of employee engagement and enablement.
- Meet Client expectations including agreed Service Levels and Key Performance Indicators (KPI)
- Plan and implement a resource model which maximise utilisation while delivering against KPIs like Net Promotor Score (NPS), Grade of Service (GOS) and ticket resolution Service Level Agreement (RSLA) targets
- Forecast required resource capacity against inbound transaction volumes across the 24 x 7 period
- Actively engage with the wider Service Desk functions including Onboarding & Training, Quality Assurance, Knowledge Management, Service Improvement and Customer Onboarding to improve the maturity of the Service Desk,
- Maintain and drive employee performance as well as encouraging personal development and social engagement across the team
- Foster a high-performance culture which encourages innovation and improvement
- Facilitate shift-left of workload from 2nd and 3rd level resolver groups to the Service Desk to reduce the cost of ownership and improve customer outcomes.
- Work collaboratively with key business contacts to on-board new clients and services
- Provide regular reports on Service Desk deliverables to track and maintain performance
- Identify and deliver improvement initiatives and projects aligned to the wider Service Desk Business Plan and company-wide objectives
- When required, escalate and take ownership of issues affecting our clients until resolution, such as Service Improvement plans, escalations and Major Incidents.
**Qualifications and Education**:
- Information Technology or Computer Science Degree (or equivalent qualification)
- Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above)
- Experienced in using ServiceNow, or another similar Service Management tool
- Experienced in using NICE CXone, or another similar Contact Centre Telephony tool
**Work Experience and Technical Requirements**:
- Strong industry familiarity and experience in leading a Service Desk team, preferably in an outsourced environment.
- 2+ years' people leadership experience, including but not limited to capacity planning, recruitment, onboarding, training, coaching & mentoring and performance management.
- 5+ years’ work experience in operational ICT managed services, preferably including an outsourced environment
- Able to delegate effectively with an ability to train, coach and mentor staff
- Strong decision-making capability and possessing good conflict resolution skills
- An attention to detail, with strong analytical skills and the ability to extract useful intelligence and insights from data and deliver effective management reporting
- Strong Problem Management and Root Cause Ana
-
Eux Senior Manager
4 semanas atrás
Colombo, Brasil Michelin Tempo inteiroEUX Senior Manager - Key Expected Achievements: - Business and IT Strategy_- Meet with Business Partners to understand their changing support needs and recommend adjustment plans. - Meet with Business Partners to understand the perception and reputation of IT support services and recommend adjustment plans. - Delivery of IT Project and Business...
-
Project Manager
7 meses atrás
Colombo, Brasil Rizing Tempo inteiro**Description**: ... The Project Manager role is expected to own the support service delivery components of the contract and manage the relationship with the customer. This role is required to liaise between the Offshore Managed Services Team, the Customer core team and the attune Project Team. This role is expected to continuously develop and strengthen...
-
Relationship Manager
Há 1 mês
Colombo, Brasil Standard Chartered Tempo inteiroJob SummaryAs a Standard Chartered Relationship Manager, you'll be responsible for managing and developing relationships with high-profile clients to drive business growth and meet the bank's strategic objectives. You'll provide exceptional customer service with the provision of financial solutions while managing operational risk and regulatory...
-
Assistant Manager Business Development
2 meses atrás
Colombo, Brasil Standard Chartered Tempo inteiro**Job Summary** - Acquisition of NTB Priority Banking clients on balanced based and/or select top tier corporate clients on salary based. - Through achievement of sales targets, contribute towards the Net Sales Revenue (NSR) targets of Client Acquisition (CA) - Efficient and consistent delivery of customer delight whilst maintaining world class service...
-
Project Manager
6 meses atrás
Colombo, Brasil Rizing Tempo inteiroRizing is a privately held multi-million dollar international company fully committed to providing leading SAP functional and technical services to our customers. We provide best in-class solutions to meet the global demand for SAP consulting, implementation services, and products by leveraging our industry expertise to help companies run better. For...
-
IT Senior Project Manager
6 meses atrás
Colombo, Brasil Michelin Tempo inteiroIT Senior Project Manager - IT for IT REALISATIONS CLES ATTENDUES - Assurer la synchronisation de plusieurs équipes (Consolider les capacités, les plans, les budgets). - S'assurer que le bon produit/service est produit par les équipes (en assurant une collaboration étroite avec le business, en organisant des retours fréquents de la part des...
-
Transition Manager
7 meses atrás
Colombo, Brasil Brennan IT Tempo inteiro**Why work for Brennan?** At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business....
-
istant Manager Sales
Há 1 mês
Colombo, Brasil MindPlus Pvt Ltd Tempo inteiroWe are looking to hire an Assistant Manager Sales MICE for one of our clients.Position Purpose: To maximize revenue from MICE (Meetings Incentives Conferences and Exhibitions) segments by driving maximum contribution from all producing segments. To develop and coordinate various programs and policies related to sales and marketing activities for the MICE...
-
Assistant Manager, Business Development
3 semanas atrás
Colombo, Brasil Standard Chartered Tempo inteiro**JOB SUMMARY** - Acquisition of NTB Priority Banking clients on balanced based and/or select top tier corporate clients on salary based.**RESPONSIBILITIES** **Strategy** - Through achievement of sales targets, contribute towards the Net Sales Revenue (NSR) targets of Client Acquisition (CA). - Efficient and consistent delivery of customer delight whilst...
-
Manager Client Acquisition, Sme Banking
3 semanas atrás
Colombo, Brasil Standard Chartered Tempo inteiro**JOB SUMMARY** - To acquire New to Bank (NTB) clients on Business Banking / Small and Medium Enterprise Proposition. Ensure New Sales Revenue (NSR) is achieved against the set monthly Score Card Targets, whilst maximize cross sell of retail banking products on all NTB Clients on boarded under business banking proposition. Offer superlative customer...
-
Sales Manager, Sri Lanka
6 meses atrás
Colombo, Brasil Malaysia Airline Tempo inteiro**Position Title**: - Sales Manager, Sri Lanka **Reports To**: - Regional Manager-South Asia, Middle East & Africa **Position Summary**: - Manage and grow sales within the assigned territory by building strong relationships with key accounts, identifying new business opportunities, and achieving revenue targets. The role requires a deep understanding of...
-
Assistant Manager Client Acquisition, Sme Banking
3 semanas atrás
Colombo, Brasil Standard Chartered Tempo inteiro**JOB SUMMARY** - To acquire New to Bank (NTB) clients on Business Banking Proposition. Ensure New Sales Revenue (NSR) is achieved against the set monthly Score Card Targets, whilst maximise cross sell of retail banking products on all NTB Clients on boarded under business banking proposition. Offer superlative customer experience and maintain operational...
-
Project Manager
4 semanas atrás
Colombo, Brasil Riskonnect Inc Tempo inteiro**Project Manager - Implementation **Responsibilities - Creating clear and attainable project objectives, building the project requirements, and managing all constraints for projects, including cost, time, scope, and resources. - Managing relationships with clients and stakeholders. - Coordinating and coaching allocated project resources to meet client...
-
Senior Director
6 meses atrás
Colombo, Brasil Millennium IT ESP Tempo inteiro**Role Summary** As the Manager - Network Operations Center (NOC), you will support the development for Network Operations Center services; works with other Managed Services Leads to develop and manage a holistic strategy for delivering service quality and continuous service improvement. You will be responsible for optimizing the services delivered through...
-
Relationship Manager
Há 1 mês
Colombo, Brasil Standard Chartered Tempo inteiro**Job Summary** - As a Standard Chartered Relationship Manager, you'll be responsible for managing and developing relationships with high-profile clients to drive business growth and meet the bank's strategic objectives. You'll provide exceptional customer service with the provision of financial solutions while managing operational risk and regulatory...
-
Relationship Manager
Há 5 dias
Colombo, Brasil Standard Chartered Tempo inteiro**Job Summary** - As a Standard Chartered Relationship Manager, you'll be responsible for managing and developing relationships with high-profile clients to drive business growth and meet the bank's strategic objectives. You'll provide exceptional customer service with the provision of financial solutions while managing operational risk and regulatory...
-
Relationship Manager
Há 3 dias
Colombo, Brasil Standard Chartered Tempo inteiroJob Summary As a Standard Chartered Relationship Manager, you'll be responsible for managing and developing relationships with high-profile clients to drive business growth and meet the bank's strategic objectives. You'll provide exceptional customer service with the provision of financial solutions while managing operational risk and regulatory...
-
Manager Credit Risk Management
2 semanas atrás
Colombo, Brasil Standard Chartered Tempo inteiro**JOB SUMMARY** - Develop well documented credit policies that support customer relationship deepening and strengthening of portfolio loss coverage, scorecard usage and bureau cut off setting. - Review group/regulatory policies/directions & do gap documents with targeted solutions or dispensation to comply with such policies. - Continue periodic renewals of...
-
Assistant Consolidation Manager
2 meses atrás
Colombo, Brasil Michelin Tempo inteiroAssistant Consolidation Manager - We are looking for that energetic individual who can join Colombo Shared service center and move with Michelin mobility journey. - Are you GOOD AT working with NUMBERS? - Can you INTERPRET the story behind numbers? - Are you a TEAM PLAYER with high level of learning agility. - can you TAKE THE CHALLENGE of maintaining...
-
General Accounting Consolidation Manager
6 meses atrás
Colombo, Brasil Michelin Tempo inteiroGeneral Accounting Consolidation Manager KEY EXPECTED ACHIEVEMENTS - Establish and provide to all In country finance Teams a ‘high level’ closing calendar for specific Camso activities aligned with Michelin group closing calendar. - Coordinate with local teams and Michelin Central Team for closing process changes and/or special processes (mid-year and...