- Autonomy to make key decisions
- Global role
About the company
Our Client is a market leader within their industry. They have a well-established presence of more than 30 years. With rapid expansion plan, they are now looking for a Senior IT Service Manager to join their team.
About the job
Reporting directly to the Global Head of IT, your responsibility includes:
- Handling end to end service management for Helpdesk / EUC to support the business for APAC. This is achieved through ensuring that IT Managed Services are delivered in the Asia region in accordance to the agreed Service Level Agreement.
- Implementing and maintaining a process in place to link the right respective IT Service Tower (Infrastructure,, EUC or workplace collaboration) to affected stakeholder in the event of incident escalation
- Being the point of escalation for business during Critical incident events. Managing stakeholder expectation and understanding business needs in the event of incident escalation
- Managing IT Incident, Problem, and change management processes across Asia
- Managing external vendors, ensuring external SLA has been met
- Working with cross-functional teams and vendors to identify opportunity to improve services. This is done through proactively engaging on all high priority incidents, identify under-reported issues and flag potential. This includes reviewing of closed tickets are closed with root cause analysis and preventive action pitfalls. This includes conducting period (weekly and monthly) service operation meetings
Skills and experience required
As a successful applicant, you will have at least 8 years of experience in IT Helpdesk. Proven track record in IT Service Management and being the point of escalation for business in critical incident events is required for this role. Exposure to regional role will be required for this role.
Experience in end User environment managing Service Level Agreement for infrastructure will be highly preferred.
Whats on offer
This is an excellent opportunity to join a leading end user environment for a global role.
To apply online please use the apply function, alternatively you may contact Hoon Teck TAN at https://www.linkedin.com/in/hoonteck-nologyrecruitment. (EA: 94C3609/ R1219669)
Desired Skills and Experience
it management, IT business management, IT business analysis, Service desk, help desk support, ticketing systems, bmc remedy ticketing system, ITIL, 2nd line IT support, IT Service Management, IT Service Delivery
