Regional IT Service Delivery Manager

7 days ago

Singapore Hermès Full time $90,000 - $120,000 per year
Job Description:
  • Manage a Regional IT Servicedesk team with a customer-centric support approach across multiple locations, focused on service availability and performance.
  • Provide overall technical and managerial leadership to the Regional Servicedesk team members.
  • Management of customer expectations and the setting of organizational standard for customer service.
  • Responsible for identifying and pursuing IT service management and improvement framework.
  • Committed to regular quality improvements through employee satisfaction surveys.
  • Responsible for managing the daily operations of the Regional IT Servicedesk team.
Responsibilities
  • Oversee all the users requests and incidents tickets. Act as escalation point for all requests and incidents. Constant improvement in escalation processes coupled with an efficient follow-up methodology.
  • Point of coordination for the region's ITSM platform.
  • Measure and monitors performance of SLAs and OLAs for Management Reporting.
  • Responsible for IT Asset management (Hardware and software).
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train and mentor IT Servicedesk teams.
  • To build the Regional IT Servicedesk to provide central IT EUC support for the regions
  • Manage the communication process for outage/emergency activities to the impacted region.
  • Provide infrastructure support for existing and new tools.
  • Ensuring that all processes used by the IT service desk are thoroughly documented, consistently reviewed, and regularly improved.
  • Promoting the IT service desk with the management team and working towards the goal to be viewed as a core business asset.
  • In-charge of the coordination for all remote meetings (e.g townhall, budget meetings, board meetings, etc).
Job Requirements
  • Degree in computer science, engineering, or relevant field.
  • 5+ years' experience in managing Regional IT Servicedesk or equivalent
  • Knowledge in IT Service Management framework with relevant qualifications such as ITIL
  • Certification in Microsoft, Cisco, etc will be a plus.
  • Proven experience in vendor management and outsource IT services.
  • Strong Hands-on skills on End User computing systems (hardware/software etc)
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • Ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of best practices for service management.
  • Excellent organizational and leadership skills with strong stakeholder management experience.
  • Excellent written and oral communications skills.
  • Regular travels may be required.
About Us:About the Team:

Hermès

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