What will LayerV offer you?

  • A chance to join rapidly growing global Cloud Technology Company
  • A perfect opportunity to contribute and define processes to support the rapid growth of the company
  • An extensive training program to ensure that your skills are maintained and updated on an ongoing basis
  • Highly skilled team and career opportunities
  • Opportunity for international travel
  • Exciting, young and dynamic team
  • A competitive salary that is linked to your performance and skills development
  • Pizza Fridays, Table Football and much more

What will you do:

  • Manage and organise the running of the LayerV 24x7x365 Global Service Desk team in Vilnius
  • Deliver a global service delivery function aligned with the ITIL Framework
  • Setup and manage the service design and transition function
  • Co-ordinate and be responsible for major incident, problem and change management across the global business
  • Own & mature the problem management function
  • Ensuring incident and requests are dealt within agreed service levels
  • Working with key third party vendors to maintain service levels and minimise disruption
  • Facilitate problem resolution by working closely with technical teams
  • Drive service improvement through measured KPIs
  • Ensure service management processes are conformed to and continuously improve
  • Co-ordinate regular service reporting and client service reviews

What you need to know:

  • Strong level of English language (both written and spoken)
  • Excellent communication and stakeholder management skills
  • Previous experience managing a Service Desk within a global organisation
  • Working with Project Delivery Teams to transition projects into a live environment
  • Good experience of maturing Service Delivery processes
  • Excellent knowledge and experience of being able to lead and mentor direct reports
  • Strong service leadership, with a passion for delivering an outstanding client experience
  • ITIL v3 practitioner qualification
  • A patient and methodical approach to dealing with IT issues and managing client expectations
  • Good understanding of Project, Incident and Change Management Processes
  • Good understanding of Service Level Agreements (SLAs), KPI’s and Reporting
  • Good understanding of Capacity planning and reporting
  • Experience with Service Desk Tools, CMDB, Monitoring Tools
  • High level of professionalism while dealing with challenging clients and when under pressure

It would be good to have:

  • Experience working within a Global Manage Service Provider (MSP)
  • ITIL Expert Qualification
  • ISO 27001 Exposure
  • AWS and Azure exposure