Head of service (IT infrastructure and)
- ackt ublishing
- 10 - 18 years
- Remote
- 4 years ago
- Email to a friend
- Report this job
Job Description
We are hiring Head of Service - Remote Position
Exp. - 10+ years
Location- Remote
About Packt:
Founded in 2004 in Birmingham, UK, Packt's mission is to help the world understand software to work in new ways, through the delivery of effective learning and information services to IT professionals. For more information, you can visit our website www.packt.com.
Below are the details of the role.
The Role
Are you looking for a different way to deliver IT Services? With a focus on providing value to a global business and have a customer centric mindset. We embrace change and like getting stuff done.
We are looking for someone who is not just a manager but a doer. Who, even being a manager, likes to work on basic level IT services like tickets resolution, hardware and system issues resolutions etc. and be technically hands-on.
Person who is crazy for technology. Likes to play with technology even outside of work. (Having a big IT set up or number of systems at home, like to test new gadgets and hardware, manages his own systems and repairs etc.)
We are looking for someone who is a problem solver, hungry to learn new things, a hands-on technology polyglot, loves working with people and most importantly wants to provide world class IT services. This person will need to be able to think on their feet, not be a slave to ITIL, and be able to ensure we provide the right level of IT services (production) across the organisation.
This is an important role that reports to the CTO, you will be responsible for IT service operations, providing support to end users, applications and infrastructure.
Responsibilities
Service Desk; manage a team that monitors our systems and receive incident reports and requests from our end users. Provide L1 support and track/escalate to resolver teams as and when necessary. Play a pivotal role in changing the service culture from local support to a global model.
End User Compute; Support our end users with their issues, enable them to be as productive as they can by providing them with the right hardware and software. Support end users to fix issues. Work with suppliers for end user hardware and software. Manage the provisioning, shipping (global) and tracking of equipment.
Relationship Management; works in close collaboration with our workforce to deliver support resolution to problems and IT requests. Manage ongoing relationships with key stakeholders across the business to ensure wider needs are being met.
Operations; work with delivery teams to create a stable and productive operations platform. Create and communicate best practices, support portal, knowledge base and help sheets to promote self-service and engagement with IT Service. Drive CAB meetings, incident management and resolution.
Planning and Service Improvement Project Management; deliver solutions across the organisation that adds benefit to individuals and the organisation as a whole. This includes understanding business requirements, design, planning, execution, budget management and reporting.
Reporting; track, monitor, and report on the health of all services, projects and relationships. Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Capabilities Summary
Owner & Hands On
Own Service and what is happening in production. Be a doer, not just a manager, lead deliveries by having a wealth of technical skills to draw upon.
Communication
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Adaptive and User Focused.
Choose the right approach for working across situations to meet needs of the individual and the business. Excellent relationship, mediation, negotiation and performance management skills. Understands users and can identify who they are and what their needs are.
Performance Focused
Maintain a performance management system and dashboards for you and your team. Confront performance issues immediately and effectively.
Team Development
Set goals for your team that require them building their capabilities that are realistic and have a specific development plan created.
Plan roles to be resilient, efficient and mentor the capabilities of your team.
Constant and Broad Communication
Communicate regularly, keeping stakeholders informed as to what you, and your team are working on, what the status is, what they should expect, when.
Make trade-offs and risks explicit
When discussing plans, make impacts, risks and the trade-offs explicit, quantified and objective.
Manage clear expectations
Work with stakeholders in transparent and explicit agreement of responsibilities on both sides of projects and initiatives.
Continuous Service Improvement
Continually strive for process improvement, reviewing and implementing changes to drive efficiency.
Interested candidates, please reply with your updated CV with below details on am**t@pa**t.com
Total exp.
Current CTC:
Expected CTC:
Notice period:
PS: preferring candidate who can join immediately or in 15 days time.
Regards,
Amit Tripathi
Lead Talent Business Partner
P&C Team
7045927***
am**t@pa**t.com
Job Classification
Industry: PublishingFunctional Area: IT Hardware, Technical Support, Telecom Engineering,
Role Category: Senior Management
Role: Senior Management
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: CA in CA
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: Packt PublishingAddress: Plot No.103,,3rd Floor and Lower Ground Floor,,Are, na House,,12th Road,,MIDC, Andheri East, Mumbai, , MUMBAI, Maharashtra, India
Location(s): Remote
Website: http://www.packtpub.com
Keyskills: Service Improvement EUC Project Management Budget Management Process Improvement Incident Management IT Infrastructure Operations IT Service Delivery IT Hardware IT Services
ackt ublishing
Packt Publishing Pvt. Ltd. Packt is one of the most prolific and fast-growing tech book publishers in the world. Founded in 2004 in Birmingham, UK, Packt's mission is to help the world put software to work in new ways, through the delivery of effective learning and information services to IT pr...
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