The Global Service Desk (GSD) Manager has the overall accountability for the performance of the centralised Service Desk operation and the services delivered by the GSD Team. The incumbent leads team in delivering the first level IT support to all Cochlear users globally by maintaining a customer-centric processes and culture within the team. Working in a close collaboration with the regional Infrastructure, Applications and the Service Delivery managers, the GSD Lead performs a critical operational leadership role within the context of the Cochlear’s Global Information Technology (IT) strategy. The role sits within the Global Service Delivery function and provides both an operational and tactical execution point for the continuous improvement in the customer services portfolio in Cochlear IT.
Accountability 1: Service Desk Management
o Responsible for the day to day management of the Global Service Desk, which includes the first level support for all of Cochlear’s IT supported services.
o Maintain a shift roster that is appropriately resourced (a combination of a shift leader and Level 1 Service Desk Analysts) to provide agreed coverage of Service Desk operation.
o Ensure that customer support requirements are met within the responsible SLAs and KPIs as per the agreed IT Service Catalogue.
o Manage the service quality standards and lead the continuous improvement on the Service Desk operations and represent the Global Service Desk in the Global IT improvement discussions.
o Lead, coach and foster a customer-centric operational team and lead the development of a strong service oriented frontline IT support staff.
o Accountable for the accuracy of all Service Requests and Incident records in the ITSM tool, including all the actions undertaken by the GSD staff, priority and SLA breaches. Continually monitor the quality of the data for the team with the support from the Global Service Desk Supervisors
o Accountable for the overall Service Desk metrics to demonstrate business value and the operational efficiency of the team, including all SLAs, KPIs and other business relevant metrics cascaded from the Global IT Operations and Global Service Delivery.
o Operational Point of Escalation for the Incidents with both high impact and urgency to the business.
o Customer Point of Escalation for the customer service related concerns and records as per the defined Net Promoter Score (NPS) Customer Engagement Model.
o Maintain a shift roster that provides adequate coverage to Cochlear global customer base.
Accountability 2: Process Development and Improvement
o Participate actively in the strategies involving customer service and IT delivery with the
o Information Technology management team.
o Responsibility for providing regular reports on Service Desk performance
o Initiate ideas to the Global Service Delivery Manager on system and process methods to further improve customer service deliverables, the maintenance of the Service Catalogue and associated Service Level Agreements.
o Undertake long term policy and strategy planning on customer satisfaction, quality, efficiency standards and service levels for the Service Desk.
o Collaborate with the Global Service Delivery, Infrastructure and Applications Managers to work effectively in a matrix team structure and to identify any opportunities to improve the overall Global IT Operation.
Accountability 3: IT Service Management – ITIL Framework: Service Desk Function within the Service Operation
1. Incident: Responsible for the Major Incident Management of high priority Incidents with other regional Major Incident Managers and the Service Owners in the defined Incident Management.
2. Project Delivery: Work with Project Managers in resourcing appropriately for the Heightened Support Requirement during project go-live to ensure there is sufficient preparation for the GSD staff to support any project related milestones. Report on any non-compliance from the PM on the notice period to the PMs, PMO and Global Service Delivery Managers as appropriate. Proactively engage with the PMO to anticipate all future BAU resourcing requirements based on the Service Transition Roadmaps with support from the Global Service Delivery Manager.
3. Consult with the Service Owners and the Process leads (Change, Problem and Incident) to ensure that there is a close alignment in the Service/Process portfolio and the GSD’s ability to provide a seamless service to the customers.
Accountability 4: Business Partnering
o Understand the operating environment of the business area of responsibility and form alliances with key contacts.
o Develop strategies with Cochlear IT team’s leaders to align personal and team objectives to achieve business outcomes.
o Act as a member of the KL Leadership team and support the effective and efficient operations of the KL office as managed by the local Site Manager.
Team Role (Manager of people)
o Performance Management of the GSD Level 1 professionals, seniors and the supervisors.
o Responsibility for team performance reviews using “My Performance Pathway”
o Maintain a team development to review the critical skills, training matrix to support the personal development for the each staff.
o Develop and maintain a staff succession plans to ensure that the impacts from any staff movement, shortages and attritions are minimal.
o Demonstrate active involvement in the implementation and improvement of relevant quality procedures.
Attract, develop and retain the best team to deliver Cochlear’s current and future business objectives, for example, by:
o Ensuring clarity of expectations for individuals and team
o Providing regular feedback on performance
o Providing coaching for growth and success to build individual and team capability
Demonstrate commitment to workplace health and safety through active involvement and implementation of Cochlear’s OHS and Injury management procedures.