IT Operations & Service Desk Manager
Must-have:CloudSecurity
Job Details
- Drive the transition to a single delivery partner while maintaining service continuity.
- Manage operational reporting, service levels, KPIs and partner escalations.
- Coordinate proximity IT support across Asia markets.
- Manage Service Desk and IT operations delivery partners.
- Work closely with Cloud, Digital Workplace, Network, Security and ITSM teams.
- Support central operations for EMEA and AMER as part of a follow-the-sun model, subject to capacity.
- Monitor service performance and ensure consistent end-user support across the region.
- Identify operational issues and coordinate resolution with relevant internal teams and external partners.
Requirements
- Degree or Diploma in Information Technology, Computer Science or a related discipline.
- Relevant experience in Service Desk and IT Operations management .
- Strong experience with ITSM and ServiceNow , including incident, request and reporting processes.
- Experience managing IT service providers or delivery partners.
- Experience in vendor management, escalation handling and service transition.
- Experience coordinating proximity or onsite IT support across multiple locations.
- Strong understanding of operational KPIs, SLA management and service reporting.
- Excellent analytical, communication and stakeholder management skills.
- Ability to work independently and manage priorities in a multicultural environment.
EA Number: 11C4879