McGraw Hill EMEA Service Manager

Job description

UK based; needs to be onsite 3 days per week at McGraw Hill Offices in Canary Wharf. Some flexibility needed around travel around EMEA and to the US when required.
Duties
Manage service delivery and SLA attainment for contracted managed services in the region (162 countries, 5000 users). The services include service desk, onsite services, and cross-functional services including incident, problem, change management, ID and access administration, asset management, mobile device management, critical incident management, service catalog, tools. It is highly likely that services will also include remote server monitoring and L1/2 management (current pursuit) including oversight of transition and transformation.
Manage customer relationship with McGraw Corporate  IT and Office Services leadership in the region, primarily based in Canary Wharf
Lead  service delivery reviews with the customer
Coordinate response to escalations by McGraw Hill Corporate IT  and Office Services leadership
Work with Atos Global Factory and Service Lines providing services to McGraw Hill as well as GOSS and their OSS partner network on process issues, SLA attainment, and escalations.
Responsibility for the Service "delivery Managers of the  distributed country P&Ls in the region. Ensure Atos entities in the region are invoicing McGraw Hill on time.
Assist GOSS with purchase orders and invoice payment issues with local Atos entities in the region
Manage regional project business including pricing, SOWs, and execution (e.g. real estate projects)
Coordinate with peers in the Americas and Asia-Pacific to ensure a consistent global approach
Identify additional regional/local sales opportunities and pursue with customer
Manage and mentor 4 Direct Reports including 1 Service Delivery Manager for McGraw Hill Education, 1 Operational Delivery Manager and two Procurement Assistants
Account Management of 3 Project Managers, including negotiation of  Contracting positions and other subcontractors providing onsite support and network support