Senior Director: Business Service Desk Operations

12 hours 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

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