Job Summary

ROLE DESCRIPTION. SERVICE DESK DOMAIN LEADER (EUROPEAN DWP MSI TEAM)
CONTEXT
The Service Desk is often described as the “window on IT” and, as such, its performance has a significant impact on the overall operation and perception of the IT department. The Service Desk Domain Leader will play a critical role in defining the future way in which we delivery and manage the service, emphasising radical and innovative change rather than incremental improvement
 The role will be based in the Poland Delivery Centre in Krakow. The role will demand frequent travel with Europe and often further afield.
 The Service Desk Domain Leader will manage a small team of domain experts, based mainly in India.
ROLES AND RESPONSIBLITIES
The primary objectives of the role are
 Build a Service Desk community within Strategic Focus Accounts to create a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm.
 Within Strategic Focus Accounts help Delivery teams achieve their BAU customer satisfaction, service excellence and commercial performance targets.
 Define the future road-map for the Service Desk. Develop, communicate and lead the execution of innovative transformational projects focused on taking the Service Desk to the next level of performance.
 Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with them on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability.
 Align our Service Desk processes, technology and solutions to meet the client business requirements on a continual basis & foster solution innovation to solve client issues.
 Support Sales in creation of solutions, RFP responses, SOW reviews and participating in bid defence workshops.
KEY SKILLS
 A detailed, practical and broad knowledge of Service Desk operations, delivery models and technology solutions
 Extensive experience of delivery, transition and transformation of complex, multichannel, global Service Desks
 Excellent communication skills, both written and verbal; confident to engage with senior stakeholders in customer and supplier organizations. A strong character, capable of defining and implemented large and highly impactful change programmes

Key Responsibilities

 ROLE DESCRIPTION. SERVICE DESK DOMAIN LEADER (EUROPEAN DWP MSI TEAM)
CONTEXT
The Service Desk is often described as the “window on IT” and, as such, its performance has a significant impact on the overall operation and perception of the IT department. The Service Desk Domain Leader will play a critical role in defining the future way in which we delivery and manage the service, emphasising radical and innovative change rather than incremental improvement
 The role will be based in the Poland Delivery Centre in Krakow. The role will demand frequent travel with Europe and often further afield.
 The Service Desk Domain Leader will manage a small team of domain experts, based mainly in India.
ROLES AND RESPONSIBLITIES
The primary objectives of the role are
 Build a Service Desk community within Strategic Focus Accounts to create a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm.
 Within Strategic Focus Accounts help Delivery teams achieve their BAU customer satisfaction, service excellence and commercial performance targets.
 Define the future road-map for the Service Desk. Develop, communicate and lead the execution of innovative transformational projects focused on taking the Service Desk to the next level of performance.
 Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with them on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability.
 Align our Service Desk processes, technology and solutions to meet the client business requirements on a continual basis & foster solution innovation to solve client issues.
 Support Sales in creation of solutions, RFP responses, SOW reviews and participating in bid defence workshops.
KEY SKILLS
 A detailed, practical and broad knowledge of Service Desk operations, delivery models and technology solutions
 Extensive experience of delivery, transition and transformation of complex, multichannel, global Service Desks
 Excellent communication skills, both written and verbal; confident to engage with senior stakeholders in customer and supplier organizations. A strong character, capable of defining and implemented large and highly impactful change programmes

Skill Requirements

ROLE DESCRIPTION. SERVICE DESK DOMAIN LEADER (EUROPEAN DWP MSI TEAM)
CONTEXT
The Service Desk is often described as the “window on IT” and, as such, its performance has a significant impact on the overall operation and perception of the IT department. The Service Desk Domain Leader will play a critical role in defining the future way in which we delivery and manage the service, emphasising radical and innovative change rather than incremental improvement
 The role will be based in the Poland Delivery Centre in Krakow. The role will demand frequent travel with Europe and often further afield.
 The Service Desk Domain Leader will manage a small team of domain experts, based mainly in India.
ROLES AND RESPONSIBLITIES
The primary objectives of the role are
 Build a Service Desk community within Strategic Focus Accounts to create a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm.
 Within Strategic Focus Accounts help Delivery teams achieve their BAU customer satisfaction, service excellence and commercial performance targets.
 Define the future road-map for the Service Desk. Develop, communicate and lead the execution of innovative transformational projects focused on taking the Service Desk to the next level of performance.
 Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with them on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability.
 Align our Service Desk processes, technology and solutions to meet the client business requirements on a continual basis & foster solution innovation to solve client issues.
 Support Sales in creation of solutions, RFP responses, SOW reviews and participating in bid defence workshops.
KEY SKILLS
 A detailed, practical and broad knowledge of Service Desk operations, delivery models and technology solutions
 Extensive experience of delivery, transition and transformation of complex, multichannel, global Service Desks
 Excellent communication skills, both written and verbal; confident to engage with senior stakeholders in customer and supplier organizations. A strong character, capable of defining and implemented large and highly impactful change programmes

Other Requirements

1. Microsoft Certified: Windows Server Hybrid Administrator Associate (optional but valuable)
2. ITIL Foundation Certification (optional but valuable)
3. DELF/DALF (French proficiency certification; optional but valuable)