Desktop Site Lead

Job Description

Role Definition Job Title: Site service Leader (Site cluster Leader) Reporting to: Regional Site service Leader Minimum Experience 10 Years

Maintain high performing service support team of onsite EUC Support.

Owner of all IAI Incident Request Change and Escalation processes ensuring high levels of performance in these processes accurate reporting and establishing service improvement activities when required

As owner of the escalation process the Site Service Leader will take ownership of major incidents to ensuring coordination of resolving parties effective communication to stakeholders and post incident review

Monitor control and support service delivery and projects; ensuring systems methodologies and procedures are in place and followed. Ensure alignment with IAI service Tower methodologies.

Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Drive internal and third-party service review meetings covering performance service improvements quality and processes Technical

Lead the Onsite Desktop Management team to continually improve the End user computing environment within given geography.

Manage the Onsite desktop computing environment to ensure that laptops PCs and other access devices are built and maintained to high standards of performance and security

Ensure that patching and anti-virus updates are carried out promptly and effectively

Work with the Technical Design team Central Services team evolve standards for hardware software and security in the desktop environment

Ensure alignment with regional EUC coordinators alerting them to and engaging them on issues concerns and opportunities relating to incumbent 3rd party EUC service providers. Performance & Quality

Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

Work with internal BTO and IAI service tower teams to ensure actions are taken and completed to protect and improve services

Provide regular and accurate management reporting on IAI Service performance

Effectively deliver/manage Staff Management including recruitment mentoring training target setting and performance assessment in alignment with incumbent 3rd party processes.

Be an ambassador for IAI working across the business to provide effective communication on IAI matters and build relationships with other teams to ensure effective dialogue between departments Qualities and Skills required Essential

Always Demonstrate Abbvie Behaviors

Local language and English capability preferred

A passion for Service Improvement

Experienced Service Management professional

Experience of managing 3rd parties and 3rd party delivered services

Service Management or Support in a large-scale and diverse environment of incident management escalation procedures and related disciplines

Expert knowledge of ITIL disciplines

Excellent leadership and people management skills including EDI principles

Excellent written and verbal communication skills ability to support and mentor junior staff

Excellent customer facing/customer service skills

Able to work under pressure and meet deadlines

Able to demonstrate a high degree of flexibility including shift and out of hours working

Excellent organizational skills

Able to manage sensitive and sometimes confidential information

Self-motivation and able to take responsibility

Able to manage and prioritize and tasks and time efficiently

Able to demonstrate initiative and a proactive approach to daily tasks