Beschreibung
Service Desk Project Manager - Eschborn, Frankfurt
We have an urgent requirement for a Service Desk Project Manager to work within End User Production for a leading Investment Bank based in Eschborn, Frankfurt.
Working with the EUP local Lead you will be assisting with the coordination and transition to a new Service Desk operating model, ensuring the correct KPI's and SLA's are set and adhered to. In addition to this you will be co-ordinating with the Service Desk leads to understand and analyse the high-ticket problems that arise across the Service Desk and sorting out which of those would be suited for automating. Due to a demand to reduce cost there is a priority to allocate those tasks that can be removed from human interaction and fully automated via development. There will be an element of business analysis required. The position is suitable for a highly motivated individual looking to deliver against some high priority initiatives.
This Service Desk Project Manager will be responsible for the following:
- Manage the whole of the Service Desk teams and processes
- Achieving Service Level Agreements through optimal staffing and resource management.
- Setting a high level of ethical standards and work performance for our team.
- Work with the relevant stakeholders and the team members to carefully plan, design and deploy with continual improvements to service quality, productivity, and processes
Job Requirements
- Minimum 5 years' experience in IT Service Management
- Program and/or Project Management
5+ years' experience managing service desk supporting over 50000 users against established SLAs/Performance metrics with demonstrated success