Reports to: Director of Global Technology Services
The role: A critical leadership role responsible for overseeing European service strategy, standards, governance, and performance for IS Support and Conferencing Technology across Europe. This role ensures the delivery of high-quality, white-glove customer service to all firm personnel, maintaining the firm’s reputation for excellence and first class support. The Director will lead a team in providing comprehensive, efficient and superior service with a customer centric focus in this continually evolving environment, with direct accountability for a Senior Manager.
RESPONSIBLITIES Responsibilities may vary over time and are not limited to the below.
Service Delivery Excellence
• Own the European service strategy and operations for endpoints, applications and conferencing technologies; set and approve regional SLA’s and ensure seamless integration across European offices through standardized governance executed by on site teams.
• Establish standards and an escalation framework for first- and second-level support, with delivery owned by the team; monitor adherence and outcomes via regional KPIs.
• Ensure prompt resolution of business needs and technical issues, with a focus on exceeding client expectations, through governance, prioritisation, and cross-office coordination rather than hands-on operational support.
• Maintain availability for urgent client requirements and leadership decision making.
• Implement continuous improvement initiatives to enhance service quality, leveraging user feedback and industry best practices and drive European continuous improvement programmes based on KPI trends and post-incident reviews. Leadership and Team Management
• Serve as the IS lead for Europe and develop a team of eight professionals across IS Support and Conferencing Technology.
• Provide mentorship, coaching, and performance management to build a high-performing, client-focused team.
• Conduct regular performance evaluations and provide ongoing feedback for team member development
