Senior Manager- End User Workspace

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right. South Africa, Cape Town, also boasts a large comfortable office space with all the modern offerings including a large staff entertainment area. Other Kocho offices include, Manilla and Wales.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.

Here is the role:

Reporting to the Head of Service and Platforms (London) you will lead a team of on-shore and potentially off-shore engineers and co-ordinators providing 1st and 2nd line support to multiple clients across a broad spectrum of industry sectors and geographic locations.

You'll oversee the management of the day-to-day operations and escalations from 1st & 2nd Line support within Managed Services. 

You’ll be driving continuous service improvement, identifying opportunities to improve efficiency, customer satisfaction and overall adherence to contracted service levels.

You will have responsibility and accountability for all services provided to the customers by the service desk.

This is what we need from you:

Leading the Service Desk function with a strong focus on delivering best practice Service Desk support, driving Incident and Request Management to meet SLAs and delight our clients.

Promoting a strong ethos of customer satisfaction through responsive, professional, informative and considered interaction with clients across all mediums.

Striving for continual service improvement in all aspects of the service desks operations, promoting a highly structured approach to identifying, reviewing issues and taking corrective actions to avoid future repetition.

• Analysis of data to identify and evidence the need for and benefits of improvement activities with measurable outcomes.

• Driving the monitoring and proactive response to events to minimise impact upon services and clients. Ensuring tickets are proactively administered and updated appropriately to reassure stakeholders that resolution is actively progressing.

• Producing timely and informative communications and briefings for internal and external stakeholders.

• Ownership of Transition management and Hypercare for new or changing services/customers

• Ownership and management of 24x7 service desk function

• Create and update IT service policies and procedures based on industry best practices

• Contact and communication point for key contact points within our customer base.

• Ownership of EUW transition management, ensuring that onboarding and offboarding are done completlty and efficiently

• Responsibility and accountability for the SLA’s & KPI’s provided to our cutomers

• Ownership of planning, actioning and remediation required to improve service

• Production and implementation of development and growth plans for individuals within your organisation

• Creation, implementation and embedding of standard service documentation including but not limited to Skills Matrix, MIM Process, JML.

• Review service reports from all departments to ensure that they are functioning properly

• Plan, design, and implement new or improved IT services to meet the current and future needs of the business

• Coordinate the implementation of new or improved IT services within the organization, including working with vendors, consulting with IT staff, and communicating with customers and the business

• Supervise the IT service team and ensure that they have the skills, tools, and resources to perform their roles effectively

• Monitor and evaluate the performance and quality of IT services and identify areas for improvement or innovation

• Establish and maintain customer service standards for the IT service department and monitor customer satisfaction and feedback

• Act as an escalation point for complex or critical IT service issues and incidents

• Represent the IT service department at senior level meetings and forums

• The ability to set and manage goals for members and teams in your function

• Involvment in Senior Management rotational schedule.

Would be great if you have:

• Bachelor’s degree or equivalent in computer science, information systems, or related field

• Senior experience in IT service management or related role

• Advanced knowledge of IT service management frameworks, such as ITIL, COBIT, or ISO/IEC 20000

• Ability to plan, design, and implement new or improved IT services that meet the business needs and expectations

• Ability to lead, manage, and motivate a team of IT service professionals

• Ability to monitor and evaluate the performance and quality of IT services and identify areas for improvement or innovation

• Experience in transition management and onboarding of customers

• Ability to communicate effectively with various stakeholders, such as customers, vendors, management, and other IT teams

• Ability to manage the budget and resources for the IT service department