Senior Director: Business Service Desk Operations

4 weeks ago

Johannesburg, South Africa NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

A Head of Business Service Desk is a senior leadership position responsible for overseeing and managing the operations of a business service desk within an organization. This role involves providing strategic direction, ensuring effective service delivery, and promoting continuous improvement to meet the needs of the business and its customers.

The Head of the Business Service Desk plays a critical role in ensuring smooth and efficient IT service delivery, managing customer expectations, and driving continuous improvement to support the overall business objectives of the organization.

**Working at NTT**

**Key Role and Responsibilities**:

- **Leadership and Management**:Providing leadership and guidance to the service desk team, setting objectives, and managing performance. Developing and implementing policies, procedures, and best practices to ensure efficient service desk operations.
- ** Service Delivery**: Ensuring that the service desk meets or exceeds service level agreements (SLAs) and customer expectations. Overseeing the handling of incidents, service requests, and inquiries, and ensuring timely resolution.
- ** Stakeholder Management**: Collaborating with internal stakeholders, such as IT departments, business units, and senior management, to understand their needs and align service desk services accordingly. Acting as a point of contact for escalations and addressing customer concerns.
- ** Process Improvement**: Identifying areas for process improvement and implementing strategies to enhance service desk efficiency and effectiveness. Conducting regular reviews and analysis of service desk performance metrics to drive continuous improvement initiatives.
- ** Resource Management**:Managing the allocation of resources, including staffing, training, and technology, to ensure adequate support for service desk operations. Identifying skill gaps and providing training and development opportunities for the team.
- ** Technology and Tools**: Evaluating and implementing service desk tools and technologies to streamline operations, enhance customer experience, and support self-service capabilities. Staying updated with industry trends and emerging technologies relevant to service desk operations.
- ** Communication and Reporting**: Facilitating effective communication channels between the service desk and stakeholders. Providing regular reports on service desk performance, including key metrics, trends, and improvement initiatives, to senior management.
- ** Customer Focus**: Promoting a customer-centric culture within the service desk team, emphasizing the importance of excellent customer service. Gathering customer feedback and using it to improve service quality and customer satisfaction.

**Knowledge, skills and attributes**:

- Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills
- Business and commercial acumen
- Display coaching and mentoring skills
- Ability to build a cohesive team and to manage people effectively
- Ability to coach and develop the team
- An ability to balance and plan the short-term and long-term actions of the team
- The ability to manage time effectively while setting the tone of the team through modelling and leadership
- Excellent written and verbal communication skills
- Strong customer service focus
- Ability to convert opportunities into solutions
- Ability to work in a fast paced and deadline driven environment
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Experience in developing establishing processes and enforcing adherence to processes policies
- Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
- Ability to quickly become proficient in client processes and related systems

**Academic Qualifications and Certifications**:

- Generic qualifications focused on Business desk management

**Experience required**:

- Previous experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
- Experience in a service delivery environment including

  • National Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Ulwembu Business Services Full time

    The National Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.The National Service Desk Manager should have a solid technical background combined with customer...

  • Senior Director: Internal Ams Tier 2 Operations

    4 weeks ago

    Johannesburg, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Service Desk Manager

    4 weeks ago

    Johannesburg, South Africa Pink Elephant South Africa Full time

    We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. **KEY RESPONSIBILITIES**: - Provide...

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant South Africa Full time

    We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.KEY RESPONSIBILITIES: Provide...

  • Senior Director: Internal Ams Tier 1 Operations

    2 weeks ago

    Johannesburg, Gauteng, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Senior Service Desk Analyst

    2 weeks ago

    Johannesburg, South Africa Six Sense Full time

    Gauteng, JHB - Northern Suburbs - R550,000 CTC Annually Cost To Company (Market related) The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within...

  • Operations Director

    4 weeks ago

    Johannesburg, South Africa Webhelp Full time

    **Advisor** **Location** - Johannesburg, South Africa**Language** - English*** **Job Advert**: We are looking for an enthusiastic and dedicated Operations Director to join our inclusive team and drive the success of our central business relationships with key clients. This full-time Director of Operations role is based in Johannesburg and offers an...

  • Operations Director

    4 weeks ago

    Johannesburg, South Africa Quantanite Full time

    **Exciting Leadership Opportunity at Quantanite: Director of Operations** **About Us**: Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), dedicated to revolutionizing service delivery through innovation and exceptional client-centric strategies. With over 1,500 professionals across multiple continents, our...

  • Service Desk Co-ordinator

    1 week ago

    Johannesburg, South Africa Upngo Accounting & Bookkeeping Full time

    **Main Job Purpose** As a Service Desk Co-ordinator, you'll be responsible for the smooth running of our support desk. The Co-ordinator will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors. The Service Desk Co-ordinator will provide information to other key Stakeholder areas...

  • Senior Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Six Sense Full time

    Gauteng, JHB - Northern Suburbs - Annually Cost To Company (Market related) The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within company. **Qualification**: - A...

  • Service Desk Manager

    4 weeks ago

    Johannesburg, South Africa Dial a Nerd Full time

    Position Overview: We seek an experienced and highly motivated Service Desk Manager to join our growing Dial a Nerd Business team. The Service Desk Manager will lead and manage our service desk team, ensuring the highest level of customer satisfaction and support for our clients. This role requires a strong background in IT support, exceptional leadership...

  • Director of Operations

    2 months ago

    Johannesburg, South Africa Webhelp Full time

    **Advisor** **Location** - Johannesburg, South Africa**Language** - English*** **Job Advert**: - Are you commercially minded with a strong focus on efficiency and maximising revenue? Are you passionate about networking, building and nurturing key business relationships? If you’re a confident decision maker driven by results, then we have an opportunity...

  • Director of Operations

    2 weeks ago

    Johannesburg, South Africa Webhelp Full time

    **Job Advert** Are you commercially minded with a strong focus on efficiency and maximising revenue? Are you passionate about networking, building and nurturing key business relationships? If you’re a confident decision maker driven by results, then we have an opportunity for you to join Webhelp as our Operations Director based in our bustling Braamfontein...

  • Operations Director

    4 weeks ago

    Johannesburg, South Africa Quantanite Full time

    Exciting Leadership Opportunity at Quantanite: Director of Operations About Us:Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), dedicated to revolutionizing service delivery through innovation and exceptional client-centric strategies. With over 1,500 professionals across multiple continents, our mission is...

  • IT Service Desk Manager

    2 weeks ago

    Johannesburg, South Africa TradeLink Retail Systems Pty Ltd Full time

    **1. Technical Proficiency**: - Jira Administration: Ability to configure and manage Jira workflows, custom fields, permissions, issue types, and other settings to optimize its usage for the service desk. - ITIL Knowledge: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Knowledge Management, to align service desk operations with...

  • Senior Service Desk Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Six Sense Full time

    Gauteng, JHB - Northern Suburbs R550,000 CTC Annually Cost To Company (Market related)The Senior Service Desk Analysts are responsible for the day to day 'business as usual' operationalco-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within company.Qualifications: A...

  • IT Service Desk

    4 weeks ago

    Johannesburg, South Africa Inspired Education Group Full time

    OUR TEAM As the Inspired Education group expanded in recent years, it has become essential for us to reassess the ways in which we support our internal staff, parents, and students. Our global service desk, headquartered in South Africa, offers assistance across continents, languages and time zones. Operating 24/6, our team consists of skilled...

  • Service Desk Manager

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK MANAGER The Service Desk Manager/Lead is responsible for leading and managing the Service Desk. DUTIES AND RESPONSIBILITIES: - Team Leadership: Supervise and lead a team of service desk agents, providing guidance, support, and coaching. Foster professional development through training programs, mentoring, and performance...

  • Business Director

    4 weeks ago

    Johannesburg, South Africa M&C Saatchi Group Full time

    An M&C Business Director must possess the following skills in order to succeed. - As the senior consultant on the business, embed innovative thinking and strategic direction for the client. - Be able to ‘connect the dots’ and actively seek to improve the agency's role within the client's business. - Provide flawless service delivery to client. - Foster...

  • IT Service Desk Team Leader

    2 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    To ensure effective and efficient Service Desk services are delivered according to the agreed contracts with clients by performing planning, financial management, people management and SLA management activities on an operational level with regard to the allocated team. **MAIN RESPONSIBILITIES**: - Input into the department strategy and initiatives - Ensure...