Service Desk Operations Manager

Position Description:

Be part of something exciting! CGI drives the most ambitious IT careers. We are an established and growing company that can offer you the opportunity to work on projects in a supportive and collaborative environment, that will impact the world.

Challenge yourself and change lives, transforming complex systems and essential infrastructure that everyone relies on.

CGI are recruiting for a Service Desk Operations Manager to join our existing Operations team, based in Bridgend, South Wales. The role offers an exciting opportunity to be part of our Award Winning, World Class Service Desk. You will manage several teams working on multiple, high-profile clients.

You will be required to be in the office 2-3 days per week, with the remaining days from home.

Your future duties and responsibilities:

• Encourage excellence by working closely with your Team Managers in order to improve performance
• Liaise with Area Leads and Service Delivery to identify and address gaps in KPI and SLA performance
• Liaise with Area Leads and Service Delivery regarding operational issues and priorities
• Implement any operational and cost efficiencies as and when identified
• Monitor changes to client metrics, identify trends and collaborate with SD Change to ensure IA is effectively carried out
• Liaise with the Planning and Scheduling team regarding operational issues and priorities
• Promote excellent communication to Team Managers and analysts to ensure that everyone is kept fully informed of all issues affecting the Service Desk. Team meetings and one to one’s to be held on a regular basis
• Contribute to Service Desk Member Satisfaction
• Contribute to the Service Desk strategy and business planning
• Ensure a consistent and effective approach across the Service Desk
• Understand current and potential Service Desk capacity requirements and plan for the future

Required qualifications to be successful in this role:

• Proven successful leadership experience
• First class communication and interpersonal skills
• Excellent time management, negotiation and client relationship management skills
• Competent with the ITIL framework

Skills:

• Process Management

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.