Director - Service Desk - Aon - Chicago

Job description
Lead Aon Technology’s service desk globally, including setting strategic direction, managing operational effectiveness and governing vendor execution.

Responsibilities include, but aren’t limited to



• Strategic Planning and Execution – Execute upon global service desk roadmap, including expansion of existing processes and solution to unintegrated local and regional businesses. Create next phase strategic roadmap for service desk of the future, including supplier rationalization, next-gen channel capabilities and self-help solutions.

• Process Management – Act as process owner for core ITIL processes around Standard Incident, Request and Knowledge Management,

• Operations Management - Ensure a focus on continuous improvement and streamlining processes.

• Vendor Management – Manage existing global suppliers in delivering service desk capabilities. Act as subject matter expert in existing contracts in providing governance around vendor SLAs and KPIs.

• Special Programs – Act as subject matter expert in the global implementation of Service Now as Aon’s strategic ITIL platform.

• Governance & Reporting – Define and execute standard operational metrics for governing service quality.

• Communications – Act as the “face” of service desk within Aon. Publish reports and metrics to communicate service desk quality to business partners. Partner with key internal stakeholders to define branding and communications strategies to raise awareness and confidence in the desk.

• Budget Management - Manage the service desk OPEX budget, including developing a deep understanding of key provider financial levers,

• People Management – Mentor and develop internal team of operational analysts.

Qualifications

• A minimum of 10 years of related industry experience spread across one or more of the following disciplines: service management, process management, operations management and vendor management. Experience with service desk operations and governance preferred.

• BA or equivalent 4-year degree (English, Business, and Communications) or related work experience. MBA/Masters preferred.

• Ability to organize people, projects, and programs at a senior level independently. Experience leading and driving complex projects with multiple work streams spanning different businesses and disciplines.

• Excellent skills in all aspects of planning, cross-group collaboration, communications, analytical capabilities and attention to detail. He or she should have a passion and proven record for execution with measurable results.

• Action-oriented; a history of delivering complex projects on time with high level of quality.

• Demonstrated virtual team leadership capabilities and ability to work effectively with all levels of the organization.

• Highly organized; able to chase and follow through disparate issues and communicate status regularly.

• Adaptability, flexibility and creativity.

• Excellence and integrity in managing all aspects of budget planning.

• Ability to work cross-functionally across disciplines and groups without authority and able to embrace some degree of ambiguity.

• A personality that is team-oriented, collaborative and willing to learn.

• Core capabilities include: interpersonal awareness, executive maturity, excellent collaboration and negotiation skills, organizational agility, and self-directed learner.

Key to our success…

• Passion for Results: Drive high standards for individual, team, and organizational accomplishment; tenaciously work to meet or exceed challenging goals; derive satisfaction from goal achievement and continuous improvement.

• Compelling Communication and Influence Skills: Clearly and succinctly convey information and ideas to individuals and groups; communicate in a focused and compelling way that captures and holds others’ attention. Create and execute influencing strategies that persuade key stakeholders to take action towards advancing shared interests and business goals.

• Analytical Skills:
Secure and compare information from multiple sources to identify core issues; commit to an action plan after weighing alternative solutions against decision criteria; proactively and quickly make sense of complex issues; responding effectively to complex and ambiguous situations.

• Business Acumen: Demonstrate a keen understanding of basic business operations and the organizational levers (systems, processes, departments, functions) that drive profitable growth; draws from personal experience to quickly evaluate business plans and processes to identify data or recommendations that need further investigation.

• Build and Maintain High Performing Organizations: Establish systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential; thus, allowing the organization to meet current and future business challenges.

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