Company Description
IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service.
At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We're looking for innovative and original thinkers to work in an environment where you can
#MakeYourMoment so that we can help others make theirs.
If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.
Job Description
The Service Desk Manager is responsible for managing the daily operations of the service desk team, managing the team's performance and ensuring the customer service standards are maintained while enforcing that the service desk team is constantly developed and improved.
The ideal candidate has excellent interpersonal and situation management skills along with excellent analytical and troubleshooting skills. And also a passion to deliver customer service excellence.
Duties & Accountabilities
- Operational Duties
- Represent Service Desk team in meetings with customers, internal stakeholders, external stakeholders, partners and suppliers
- Implement relevant performance metrics, Objectives and Key Results (OKRs) and conduct regular performance assessments of the team
- Conducting and sharing results from service and operation performance reviews
- Produce data driven suggestions to improve service efficiency and quality
- Act as an escalation point and develop team members to make well-informed judgements on their own
- A strong ability to coordinate and manage all relevant stakeholders including customers, partners and other teams that are involved in or impacting upon service desk operations
- Understand the strategic vision of Unified Support and shape the teams long term and short term directions accordingly
- A continuous interest to keep abreast of industry trends and practices that allows you to effectively lead the strategic vision and long-term direction of the service desk
- The commitment to ensure that all processes used by the service desk are thoroughly documented and continually improved
- Market and promote the service desk, advocating the necessary resources, support, and recognition to ensure that it is properly viewed as a core business asset
- Regularly inform and advise senior management about service desk issues and concerns
- Be aware of the costs of running the service desk
- Ownership and delivery of the Japanese translation service for the Service Desk team
- Hands-on work delivering the Japanese translation services when the need comes up (busy times/staff sick/etc.)
- People Management
- Effectively manage, develop, and train all Japan based Unified Support - Service Operations resources
- Lead a cohesive team across physical and virtual environments
- Ensure all resources directly reporting to you have clearly defined and achievable personal and organisational goals and are supported to achieve those goals
- Perform employee performance monitoring & appraisals, including initiatives to improve performance
- Facilitate employee welfare activities/events in conjunction with the wider Unified Support team
- Ensure compliance with local/company regulatory and legal requirements
- Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
- Identify & organize required training/coaching programs to continually improve and upkeep team performance
- Implement human resource management best practices as per company, org & industry standards/directives
- Develop and maintain a conducive work environment and a collaborative culture
Technical Skills
A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:
- Cloud based technologies (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
- Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI
- Oracle Database/Middleware, Web Servers, Proxies, Firewalls
- Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
- Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
- Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
- Understanding of the capabilities of common ITSM platforms such as ServiceNow or Jira ServiceDesk
To be successful in the role, you will:
- Have fluent interpersonal and communication skills in the English language
- Have the ability to collaborate well with others regardless of function or seniority
- Be accepting of responsibility, accountability, and ownership
- Be committed to deadlines
- Have a strong ability to be pragmatic, structured, forward-thinking, and dependable
- Be calm under pressure
- Have a proven ability to manage time effectively while setting the tone of the team through role modelling and leadership
- Have understanding other parties’ needs and balancing stakeholders
- Be managing own time, and that of a team, efficiently and effectively
- Have ability to bring teams and individuals together to achieve common goals and motivate work in international, multi-discipline, cross-functional teams
- Have flexibility to work to deadlines and needs of the role
- Have problem-solving skills and the ability to change approach based on information gathered during the process
- Be able to steer and motivate a team of individuals to deliver, both when working physically together and remotely
- Have strong organizational skills and ability to multi-task
- Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy
Qualifications
- Mandatory
- At least two years’ experience as a manager in enterprise or cloud service delivery is essential
- Experience using ServiceNow or competing product operated to ITIL convention is also essential
- Degree in IT, Business Management or related discipline
- Value Add
- Prior experience in service desks would be useful in particular:
- Designing and/or implementing ITIL based service desks and their processes
- Establishing and/or operating 24x7 service desk operations
- Establishing and/or operating Knowledge management and KCS methodologies in a service desk operation
- ITIL v3/4 foundation certification
- KCS fundamentals certification
- Prior experience in service desks would be useful in particular:
Additional Information
IFS FACT
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 5,000+ employees supports more than 10,000 customers worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFS.com
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