Sr. Director, End User Services
Universal Music Group
Woodland Hills, CAThis was removed by the employer on 6/19/2017 4:22:00 PM PST
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Full Time Job
Description
The Sr. Director, End User Services will be responsible for global operations in four core areas:
• Service Desk
• Desk Side Support
• Software Support and Imaging for End User Computing Devices
• Knowledge Management
The environment is a mix of both internal and outsourced resources delivering services across multiple countries, cultures, and languages. The primary focus will be working closely with our outsourced provider to improve and maintain the underlying services to the end user in a measurable way. The Director will be responsible for the strategy and execution concerning the underlying services. This includes not only leading the global teams (both internal and external), but implementing tools, managing budget, automating where appropriate, knowledge management, improving processes, and measuring success. The candidate must be able to create and sell the successful strategy/roadmap for the underlying services, and then execute that by leading and influencing in a highly matrixed and leveraged environment.
Job Functions:
• Previous experience in the management of outsourced providers in a global environment
• Previous experience in Service Desk and Desk Side service delivery
• Software image creation and delivery. Patching and maintenance of end user compute devices
• Experience of Tier 2 and 3 support organizations
• Understanding of the metrics that should be utilized to measure all aspects of service delivery including, but not limited to:
• Vendor performance
• Client satisfaction
• Ticket processing and efficiency
• Measurement against Service Level Agreements
• Knowledge Management – tools and processes
• Excellent communication skills, both oral and written at multiple levels within the organization
• Vendor management
• Budget oversight
• Large scale program and project oversight/management
• Technical knowledge of common tools and processes used in the global delivery of end user services (e.g. ticketing systems, reporting tools, survey tools, etc.). Working knowledge of Remedy
• Strong experience establishing and leading global service desks, both internal and outsourced. Experience must include both offshore service desk operations and desk side tier 2 and 3 support
• Demonstrable experience establishing a positive and professional working relationship with service delivery vendors, aligning objectives, goals and strategies while measuring and enforcing accountability
• Establishment and leadership of tier 2 and tier 3 escalation organizations
• Hiring, establishing, and leading global teams
• Leadership in a matrixed environment
• Implementation of knowledge management practices and tools
• Demonstrable experience devising backend processes utilizing multiple tier 2 level resolver groups while making handoffs and tracking seamless to the customer
Job Requirements:
Skills/Abilities:
• Six Sigma certification preferred
• Certification in the management of technology outsourcing preferred
• PRINCE II qualification preferred
Education:
• Undergraduate degree in Information Technology or a related field required, Graduate degree preferred
Universal Music Group is an equal Opportunity Employer.
Disclaimer
This job description only provides an overview of job responsibilities that are subject to change.