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Location

Bath, Somerset | United Kingdom

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Job description

Are you looking for an exciting new challenge in IT? Buro Happold is looking for a Global Service Desk Manager with previous experience in IT service management. This role comes with an attractive salary and benefits package.

 

This role involves global responsibility for all aspects of IT Service Delivery and line management of the Helpdesk Supervisor and Service Improvement Manager. You would be responsible for setting high, measurable performance standards as well as setting direction for Service Delivery Improvements. 

 

 

Here at Buro Happold, expect the exceptional.

From the projects you will work on to the clients we work with. From career-defining opportunities to an inclusive and diverse practice where we all contribute to a more equitable world. From our reputation to our relationships. Wherever your Buro Happold career takes you, it’ll be anything but ordinary.  

 

Your next role

• Join us and be surrounded by exceptional opportunities in an environment alive with innovation and possibility. Your new team has a willingness and curiosity to see possibility and potential in everything - from the most iconic projects to our everyday conversations.
• We are looking for a passionate professional who takes pride in their own work
• This is an extraordinary opportunity to join our fantastic Business Support team
• You'll be part of something bigger than us all where sustainability, equity, social and performance outcomes matter. All of Buro Happold is committed to doing the right thing, even when that's the hardest thing. This is a genuine opportunity to make impact - and leave a real legacy.

 

Your key duties

• Managing and developing the IT incident and service request processes to improve service levels

• Ensuring changes applied to our systems are implemented in a way to minimise service impact.

• Chairing the IT Change Advisory Board (CAB). 

• Leading service efforts with other IT support teams globally. 

• Defining IT Service Level Objectives and being responsible for meeting targets. 

• Coaching and mentoring junior members of the IT department

• Developing our Help Desk offering through automation but only where it does not remove personal accountability and connection to our customers. 

• Handling customer escalations professionally and instilling a customer-focused culture in the department. 

• Communicating effectively, managing customers’ expectations and using customer feedback to determine policies and processes.

• Considering global and regional strategies and anticipating how Service Delivery needs to respond.

• Networking with Regional IT Managers and IT Product Team Leads and leveraging their resources to maintain service levels.

• Writing reports and business cases addressing stakeholders with differing concerns.

 

Your skills and experience

• A-levels, HND, degree or equivalent professional experience 

• Information Technology qualifications 

• IT service management experience

• Knowledge of Microsoft products and infrastructure eg. Active Directory

• Experience of supporting a team of people as well as working on a one-to-one basis. 

• Managing remote teams

 

What we offer you

Bring your knowledge and expertise to one of the world's most respected consultancies.

• Hybrid working arrangements
• Attractive salary 
• Discretionary bonus
• Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements
• Generous company pension scheme, life assurance and income protection
• Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts
• Enhanced parenthood leave policies
• 3pm finish on the last Friday of the month
• A strong commitment to continuous development. Whatever stage in your career, we have a learning and development programme that will enable and empower you
• Entitlement to two memberships to professional bodies or subscriptions
• A commitment to your wellbeing through a comprehensive employee assistance programme and wellbeing activities
• An opportunity to support your local community and those in society that are most in need, wherever they are located in the world through our Share Our Skills (SOS) programme
• A supportive and inclusive environment that will welcome you through social and outreach activities from the Young Employees Forum to mentoring
• An international culture that wherever your career takes you at Buro Happold, you won't be far from exceptional.

 

Apply now and be where exceptional is everywhere.

 

#LI-MW1 #LI-Hybrid

A place for everyone

Buro Happold values individual's flexible approaches to working patterns as an important part of the way you work and achieve balance. We welcome applications from those who are seeking flexibility in their careers.   

Our exceptional portfolio of projects is the result of the diversity of thought, identities, backgrounds and experiences that shape us. Appreciating each other’s differences is key, we want employees to feel they don’t have to mask elements of their identity to thrive. 

We are working to change the lack of representation of marginalised groups in the built environment and are particularly keen to hear from anyone who feels they are underrepresented in the industry. We have much to learn from one another. Embracing difference allows us to develop the most innovative and elegant solutions.

Please let us know if there are any adjustments we could make to the application process to make it easier and more comfortable for you. Contact [email protected] so we can work with you to support you throughout your application. 

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Job tags

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Salary