Key Responsibilities

Service Management

• Oversee day-to-day delivery of customer and workplace IT services across the region.
• Ensure timely resolution of incidents, requests, and escalations for end-user computing.
• Monitor service performance, analyze metrics, and implement continuous improvements.
• Ensure adherence to ITIL practices and corporate service management standards.

Team Leadership

• Lead, mentor, and develop onsite support teams across multiple countries.
• Drive a collaborative, high-performance team culture with a focus on innovation and quality.
• Partner with HR for hiring, training, and ongoing career development initiatives.

Customer Satisfaction

• Act as the primary regional contact for business stakeholders and end-users.
• Conduct regular feedback sessions to assess satisfaction and identify improvement areas.
• Develop and implement strategies that uplift CSAT and user engagement.

Business Continuity

• Develop and maintain business continuity plans for regional IT operations.
• Manage critical incidents and escalations, ensuring swift and effective resolution.
• Ensure compliance with security policies and disaster recovery procedures.

Project Management

• Lead regional IT infrastructure and workplace technology upgrade projects.
• Collaborate with global teams to align with enterprise standards and strategies.
• Manage project budgets, resources, and timelines to deliver successful outcomes.

Vendor Management

• Manage relationships with external vendors and service providers.
• Oversee contract negotiations and ensure service performance meets expectations.
• Optimize vendor delivery for cost-effectiveness and reliability.

Reporting & Documentation

• Prepare regular reports on KPIs, team performance, and customer satisfaction.
• Maintain accurate documentation of processes, SLAs, and operational procedures.

Customer Relationship Management

• Manage regional customer stakeholders and run weekly/monthly governance meetings.
• Present performance updates, highlight improvement opportunities, and drive innovation initiatives.

Job Requirements

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• Minimum 10 years of experience in IT service management, especially in end-user computing/workplace services.
• Demonstrated experience managing teams across multiple sites or countries.
• In-depth knowledge of ITIL frameworks; ITIL certification required.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience with project management tools and methodologies.
• Familiarity with modern workplace technologies and service trends.