Job Description
Global Operations and Infrastructure (GOI) designs, builds and operates BP’s core IT&S services. It is responsible for the day-to-day operation of the technology people rely on every day to do their job such as computers, telephones, email, wireless, conferencing; helpdesk support for end-users of services; and the design, build and operation of BP’s IT&S infrastructure and systems, such as data centres and networks.
The GOI End User Services and Service Management Domain provides support to ~85,000 PCs and is responsible for service desk, field services, client management and enterprise services operations as well as service improvement and strategic projects.
The service desk provides the single point of contact for users, owns user incidents, provides first level (remote advice) support and controls resolution of incidents and service requests; field services provides onsite user face to face support where service desk is unable to resolve the incident request. Client management activities include remote control, software distribution; release patching, asset management and purchasing. Enterprise wide collaboration and communication services which consist of email, Blackberry, SharePoint, application virtualization, lotus notes and file print services. In addition the organization operates Service Management processes (incident, problem, change, config and release management) and ensures adherence and compliance across IT&S.
This job manages all aspects of the day to day operation of the IBM Service Desks and their operation of the Incident Management and Service Request processes. The role ensures that all processes and activities are operated efficiently and effectively. The key purpose is to coordinate and manage the processes and activities that support the provision of the Service Desks to agreed Service Levels.
Qualifications Foundation qualifications in ITIL.
Significant IT service delivery experience with major part of this experience in IT Operational Management working with third parties and managing outsourced agreements Experience of Service Delivery in a large outsourced Service Desk and Field Service Operation Experience in a dynamic Operational environment managing or supporting major incident or crisis managementGood influencing skills to support the above; this includes being a point of escalation for issues service and process issuesGood collaboration skills as a member of the leader of the Service Operations team, a member of the Service Management team, and a contributor to the Service Management & Desktop Leadership Team and also the wider GOI and IT&S teamsWork closely with the other SMC Managers to ensure an holistic service management practiceProven commitment to IT Service Management best practices, especially Service Desk, Incident Management, Event Management and Service Request Fulfilment
Company Profile Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
