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About the role
Key responsibilities & impact- Manage Remote Support Services (Incident Management) for APJ Theatre across Print (MPS) and PS (MDS).
- Collaborate with Service BU to define and deploy Global Service Desk strategy across all delivery centers.
- Transform existing Service Desk operation by leveraging AI solutions to bring efficiencies and additional customer value.
- Hire and develop team of service agents and experts.
- Meet budget and operational targets aligned with customers contracts and expectations
- Manage customer escalations, drive operational and process improvements
- Collaborate across other Theatres of EMEA and APJ as well as the global Center of Excellence (CoE) in order to define and execute global practice.
- Provide customer insights enabling definition of best-in-class service capabilities, leverage and adopt capabilities as deployed by the CoE.
- Drive strong partnership with other service delivery functions (MSD, F&C, SSC) across the Theatre.
- Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
- Create inclusive and diverse working environment that is conducive to individual development, business performance, and growth.
Requirements
What you’ll need- Proven knowledge of IT service delivery, as defined in the ITIL framework.
- Good understanding of Artificial Intelligence technology applying to Help Desk domain (LLM & Knowledge Base)
- Need broad knowledge competitive market dynamics, business models, business strategies, and processes.
- Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives.
- Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams .
- Must have a solid understanding of business management principles, financial expertise, and strategic planning methods .
- Recognized as authority in their area of expertise.
- Demonstrated ability to provide thought leadership and drive change across functions.
- Very strong leadership, people and business management skills.
Benefits
Comp & perks- Equal Opportunity Employer
- Diverse working environment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service deliveryITILArtificial IntelligenceHelp DeskLLMKnowledge Basebusiness management principlesfinancial expertisestrategic planning
Soft Skills
management of peoplebusiness relationshipsorganizational designproblem solvingteam productivitycommunicationnegotiationinfluencingleadership