Global Head of Service Delivery
Date: 29 Jan 2025
Location: Grand Cayman, KY, KY1-9001
Company: Walkers Global
We are a leading international law and professional services firm providing legal, corporate and fiduciary services to global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.
We treat everyone as the intelligent professional they are. Our approach is to trust and empower our people to deliver consistently, and enable them to succeed. Diversity is our secret weapon – it’s the sheer breadth of Walkers people that makes us who we are – gathered from across the globe and fluent in languages, jurisdictions and cultures that help us to mirror our clients and keep our own thinking in tune with the world in which we operate.
Overview of role
The Global Head of Service Delivery will maintain and develop the global provision of frontline technical support services, proactive customer service, and support operations, including compliance with international best practice and the IT Infrastructure Library (ITIL). The post holder will ensure that Walkers Global employees are empowered and supported to leverage IT services and receive timely resolutions when they experience technical problems.
Duties, Responsibilities & Person Specification
- Lead the Global IT Helpdesk team and partner resources for optimal performance.
- Develop a performance-focused continuous improvement culture of work practices within the Global IT Support Operations teams and nurture the development and career progression of all team members.
- Continually review service-level agreements (SLAs) with key business stakeholders.
- Coordinate with partner teams throughout the business support functions to enhance service offerings and customer-centric support operations.
- Develop a knowledge management process for the IT department and a customer-facing knowledge base to empower self-service support.
- Resolve escalated customer and vendor issues in line with internal procedures, protocols, and policies, and in line with IT Security & Compliance guidelines.
- Produce required leadership and performance-related reports detailing service levels, KPIs, and alignment with agreed SLAs and OLAs.
- Develop, lead, and motivate the team of Helpdesk and Support Operations professionals to deliver excellent technical/non-technical support with outstanding customer service.
Education, Skills & Experience
- Familiarity with ServiceNow and a strong technical understanding of IT Infrastructure Library (ITIL) elements.
- Experience with Microsoft Windows, 365, and Azure.
- Experience with physical and virtual infrastructure environments.
- Experience supporting globally mobile workforces, including mobile device management, security & compliance fundamentals, and travel risk assessments.
- Minimum 10 years’ experience leading and managing teams.
Walkers offers a dynamic working environment with opportunities for career progression and an excellent remuneration package, including a discretionary performance based bonus, pension and fully covered health insurance for employees and 5 weeks' vacation. Remuneration will commensurate with qualifications and experience.
Please note that Walkers will not accept any applications received from agencies at this time. Only candidates selected for interview will be contacted after the closing of the role.
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Walkers global is an equal opportunity employer. Equality and diversity are key to our global identity and an integral part of our goal to continue being an employer of choice. We are committed to a work environment that supports all individuals irrespective of gender, ethnicity, nationality, race, religion, marital status, age, disability, pregnancy, sexual orientation, gender identity or any other applicable legally protected characteristics. We make every effort to ensure that employment opportunities are open and accessible to all purely on the basis of personal ability.
