Service Desk Manager

Found in: Talent SG C2 - 7 days ago

Singapur, Singapore IFS Full time
Job Description

The Service Desk Manager is responsible for managing the daily operations of the service desk team, managing the team's performance and ensuring the customer service standards are maintained while enforcing that the service desk team is constantly developed and improved. 

The ideal candidate has excellent interpersonal and situation management skills along with excellent analytical and troubleshooting skills. And also a passion to deliver customer service excellence.

Duties & Accountabilities

  • Operational Duties
    • Represent Service Desk team in meetings with customers, internal stakeholders, external stakeholders, partners and suppliers
    • Implement relevant performance metrics, Objectives and Key Results (OKRs) and conduct regular performance assessments of the team
    • Conducting and sharing results from service and operation performance reviews
    • Produce data driven suggestions to improve service efficiency and quality
    • Act as an escalation point and develop team members to make well-informed judgements on their own
    • A strong ability to coordinate and manage all relevant stakeholders including customers, partners and other teams that are involved in or impacting upon service desk operations
    • Understand the strategic vision of Unified Support and shape the teams long term and short term directions accordingly
    • A continuous interest to keep abreast of industry trends and practices that allows you to effectively lead the strategic vision and long-term direction of the service desk
    • The commitment to ensure that all processes used by the service desk are thoroughly documented and continually improved
    • Market and promote the service desk, advocating the necessary resources, support, and recognition to ensure that it is properly viewed as a core business asset
    • Regularly inform and advise senior management about service desk issues and concerns
    • Be aware of the costs of running the service desk
    • Ownership and delivery of the Japanese translation service for the Service Desk team
    • Provide hands-on Japanese translation services as needed during busy periods or when staff members are unavailable due to illness or other reasons.
  • People Management
    • Effectively remote manage Japan staff and other global staff within Unified Support - Service Operations
    • Effectively develop, and train direct reports
    • Lead a cohesive team across physical and virtual environments
    • Ensure all resources directly reporting to you have clearly defined and achievable personal and organisational goals and are supported to achieve those goals
    • Perform employee performance monitoring & appraisals, including initiatives to improve performance
    • Facilitate employee welfare activities/events in conjunction with the wider Unified Support team
    • Ensure compliance with local/company regulatory and legal requirements
    • Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
    • Identify & organize required training/coaching programs to continually improve and upkeep team performance
    • Implement human resource management best practices as per company, org & industry standards/directives
    • Develop and maintain a conducive work environment and a collaborative culture

Technical Skills

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:

  • Cloud based technologies (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
    • Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI
  • Oracle Database/Middleware, Web Servers, Proxies, Firewalls
  • Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
  • Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
  • Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
  • Understanding of the capabilities of common ITSM platforms such as ServiceNow or Jira ServiceDesk

To be successful in the role, you will:

  • Have fluent interpersonal and communication skills in the English language and Japanese language
  • Have the ability to collaborate well with others regardless of function or seniority
  • Be accepting of responsibility, accountability, and ownership
  • Be committed to deadlines
  • Have a strong ability to be pragmatic, structured, forward-thinking, and dependable
  • Be calm under pressure
  • Have a proven ability to manage time effectively while setting the tone of the team through role modelling and leadership
  • Have understanding other parties’ needs and balancing stakeholders
  • Be managing own time, and that of a team, efficiently and effectively
  • Have ability to bring teams and individuals together to achieve common goals and motivate work in international, multi-discipline, cross-functional teams
  • Have flexibility to work to deadlines and needs of the role
  • Have problem-solving skills and the ability to change approach based on information gathered during the process
  • Be able to steer and motivate a team of individuals to deliver, both when working physically together and remotely
  • Have strong organizational skills and ability to multi-task
  • Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy

 


Qualifications

  • Mandatory
    • At least two years’ experience as a manager in enterprise or cloud service delivery is essential
    • Experience using ServiceNow or competing product operated to ITIL convention is also essential
    • Degree in IT, Business Management or related discipline
  • Value Add
    • Prior experience in service desks would be useful in particular:
      • Designing and/or implementing ITIL based service desks and their processes
      • Establishing and/or operating 24x7 service desk operations
      • Establishing and/or operating Knowledge management and KCS methodologies in a service desk operation
      • ITIL v3/4 foundation certification
      • KCS fundamentals certification


Additional Information

IFS FACT 

IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 5,000+ employees supports more than 10,000 customers worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFS.com

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