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Director, Global Service Desk
Viacom
New York, NY, United States
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Overview and Responsibilities
The Director of Global Service Desk reports to the Vice President of Global Client Services. The Director of Global Service Desk will own the 24x7x365 global delivery of Service Desk services for all of Viacom’s domestic and international brands.
PRINCIPAL RESPONSIBILITIES:
• Transforms Viacom Media and Technology Services (MTS) strategies into multi-year plans and goals to align global Service Desk delivery with key business objectives.
• Exercises judgment and influence on key Service Desk areas such as standards and policies, reporting and metrics, and continual service improvement. Partners with IT and business stakeholders to ensure services delivered are exceeding customer expectations.
• Possesses solid understanding of the business area’s needs, including aligning Service Desk support solutions to their functional processes, business objectives and organizational dynamics.
• Leads the successful delivery and transition of new services, including:
◦ Developing or ensuring the development of accurate and thorough forecasts.
◦ Establishing plans that prioritize initiatives, based on an understanding of the needs of the business.
◦ Ensuring resources and organization structure are in place and operating effectively.
◦ Anticipating conflicting needs, including interdependencies with other initiatives, and proactively resolves them.
◦ Aligning outsourced Service Desk resources effectively to ensure established SLA’s are being met, and/or exceeded where possible.
◦ Ensuring that projects are delivered on time, on budget, and meet the needs of the business.
• Mobilizes and encourages the Service Desk vendor, establishing the specific plans, projects and objectives needed to accomplish functional goals and ensuring their attainment.
• Works directly with the Service Desk vendor ensuring regular training and knowledge transfer is effective and continually improves Service Desk support for all of Viacom’s brands.
• Delivers recurring metrics and SLA reporting on Service Desk projects and services, for use in executive dashboards. Ensures vendors are meeting and/or exceeding established SLA’s.
• Accountable for decision making regarding the Service Desk function, directly managing the outsourced vendor and its internal processes, defining and ensuring quality and seamless delivery of Service Desk solutions.
• Participates in budget planning and is accountable for managing to established budgets, including reallocating funding as priorities shift.
• Partners with and integrates across other areas of Media and Technology Services (MTS), working with these areas to resolve conflicts, manage competing priorities, and provide complete solutions aligned with the needs of the business.
• Requires broad global Service Desk functional expertise, both in a high call volume (15K+ monthly) internal and outsourced model, with the ability to effectively identify and leverage key technical experts across the Service Desk domain to deliver service excellence.
• Ensures 100% SOX compliance for all in scope applications and processes.
ADDITIONAL RESPONSIBILITIES:
• Maintains an awareness of best practices in the Service Desk industry and implements as appropriate. Pursues and implements proactive avenues to continuously improve the end user experience, such as leveraging mobile, self-service, and social media platforms to drive high customer satisfaction.
• Possesses knowledge about the business of Viacom, including the key work processes and success factors of different units and functions.
• Creatively develops and sets tactical direction for the global Service Desk team. Proactively works with the outsourced vendor to ensure seamless delivery of established performance goals, objectives and development plans; and providing ongoing constructive performance feedback.
• Continually improves Service Desk procedures and processes, and measures the success of these efforts. Serves as a change agent to help drive ITIL process maturity throughout the Client Services organization, and MTS.
• Quick to establish strong operational credibility to the business and a reputation for service excellence and solutions delivery. Serves as the key escalation point who interacts daily with business and IT partners to assist with resolution of open incidents and requests; develops and maintains strong relationships with these business and IT partners and staff.
• Balances and negotiates the needs of multiple users and communicates the business advantages of various Service Desk solutions and tools.
• Seen by business partners and MTS colleagues as a key resource to escalate Service Desk problems and to receive guidance and complete solutions.
• Communicates clearly and precisely with all levels of the company. Develops communications plans and templates for use by the Service Desk.
• Works autonomously to implement and achieve key Service Desk objectives only seeking guidance when strategies shift or need to be clarified.
• Can make hire/fire decisions, within company policies. Implements performance improvement plans and any necessary corrective actions.
• Ability to communicate technical Service Desk subject matter to non-technical staff.
• Provide 24x7x365 global support for Service Desk problems that require immediate assistance.
Basic Qualifications
• Typical candidate will possess 8+ years of relevant experience and BA/BS degree or equivalent. Advanced degree highly desirable.
• Exceptional knowledge of Cisco Call Manager, ServiceNow, MS Office Suite (2010/O365), Windows 7/10 and MAC OSX, iOS and Android, VPN/Citrix/VDI, and Active Directory.
• Familiarity with various SaaS solutions, such as SAP, and enterprise applications, such as Concur.
• A proven and established track record of success delivering best in class Service Delivery across the Service Desk functional domain.
• ITIL V3 Certification.
Additional Qualifications
• An accomplished leader who excels at customer service, managing stakeholder relationships, and displays outstanding problem solving, communication, and organizational skills.
• An overachiever with an unparalleled passion and drive to deliver service excellence and continual service improvement.
• Media industry experience a plus.
• CompTIA or HDI certifications a plus.