Ensuring all Incidents/Requests are met within the agreed service targets.· Manage DLM Teams that provide imaging, Request and asset management services to client. · Review & reporting of any SLA failures including Breach Analysis· Escalation point for priority/escalated tickets.· Oversee DLM operations (Productivity, queue management, escalations, aged tickets, shift coverage, request validation, general quality, Asset Tagging and Inventory Management )· Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.· Reporting and analyzing of operational data sets.· Monitoring / performing inventory audits as per contractual requirement.· Must be detail oriented and self-motivating· Ability to write business cases and justification documents, Ability to manage multiple work streams· Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients.· To work through issues analytically to a successful conclusion· Produce, track and own Service Improvement Plans and Enhancements· Ability to communicate at different levels within the organization,· Understanding of Financials, including cost control, project revenue/cost