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Square Enix

Director of Global IT Support

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Square Enix
🇬🇧 London

The Director of Global IT Support role will own the Global Service (Desk) Support function and will collaborate with other functions within the business to ensure an effective and efficient work stream and to drive operational excellence.

This team is working on a hybrid model, offering both a traditional service desk hub and on-site IT support.

You will be responsible for the global team of service managers and leading this large IT support function to deliver a consistently high level of performance and end user satisfaction. In this role, you will drive continual service improvement across the IT organization based on business strategy alignment and service support performance feedback.

Will work directly with the ITSM Programme team, the local IT Service Managers and business stakeholders as well as Project Managers, to ensure proper and successful rollout of all global initiatives.

Requirements

Key Deliverables:

  • Work alongside the IT support teams and assist in delivering a high quality, efficient and effective service to the business.
  • Optimise the service support delivery across the teams to support consistent service excellence across our multiple teams and locations, adherence to business requirements and increased support function availability (up to 24/7) and reliability (continuity management, a consistent and excellent level of support regardless of location).
  • Oversee escalation to and from global support teams.
  • Review and align the team structure and resourcing to best achieve desired levels of performance. You will also have overall ownership of support rotas in each region.
  • Work together with level 3 and specialized teams, to identify improvements for the operational models, including but not limited to shift-left.
  • Communication with the global teams/sites, for services and projects impacting support staff.
  • Ownership of service performance and governance for the service support function.
  • Continually improve the service support operations focussing on efficiency and effectiveness and meeting the current and future demands of the business
  • Workload management and work prioritisation for the IT service support teams.
  • Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
  • Create and maintain ITSM training, policy, process and procedure documentation, together with the allocated support headcount.
  • Facilitate and chair ITSM operational meetings, reporting on such oversight and driving corrective actions.
  • Create and execute ITSM compliance and audit framework across the IT organization.
  • Participate in ITSM initiatives for all the teams represented or included in the support models for all the services provided by our organization.
  • In partnership with the IT Project Management function, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services.
  • Work together with the IT Service Managers on staff recruitment, staff retention and staff development strategy.
  • Performance management from an SLA & KPI level.
  • Provide ITSM mentoring and training to your team and other colleagues in the organization.
  • Identify automation opportunities and facilitate implementation.
  • Support the queue management process. Manage and maintain ticketing system, documentation and training materials

Key Stakeholders:

IT Leadership, Studio/Site Business Stakeholders, IT Service Management, Project Management

Knowledge & Experience:

Essential:

  • Experience in line management and employee development.
  • Supplier management experience.
  • Detailed experience managing or leading IT Service Management in an enterprise environment.
  • Experience as a Service Desk and Local IT Manager, managing a large and global support team.
  • Exceptional communication skills and be able to thrive as the bridge between the business and IT.
  • Good ITIL knowledge and ability to demonstrate and clearly articulate understanding of Process governance.
  • Extensive experience with management of an enterprise ITSM platform.
  • High level of experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementation.
  • Strong organizational skills and ability to work successfully with many high priority demands.
  • Thrives in a fast paced, growing environment with minimum supervision while working well with others and participating as a team player.
  • ITIL accreditation or equivalent. Experience with producing and analysing reporting data & trends.
  • Analytical, problem solving and root cause identification skills.
  • Exposure to ITSM tools.
  • Exceptional customer service and communication skills.
  • Strong leadership skills and be able to influence others across the IT organization and within the business.
  • Extensive experience in Service Management
  • Extensive experience in IT management (similar role)

Desirable Skills:

  • Contract management
  • Project Management
  • Studio Support (Gaming)
  • Atlassian Products
  • Reporting Tools
  • Work experience in the gaming industry.
  • French Language