# Service desk & Managed service operation Transformation Lead

**Company**: HP Inc.
**Location**: Bengaluru, Karnataka
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Global-Service-Desk-Lead---APJ-Contractual-Operation-Manager_3164029-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b30f2e87-f4d

## Description

The Service desk & managed service operation transformation lead will manage a team of operation leaders, accountable for service performance and cost for the APJ Theatre, and drive global Service Desk strategy within the Customer Care Center organization.

Responsibilities:

- 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 a 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) 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

- Assign responsibilities, provide direction, leadership, and coaching, remove barriers as needed to enable direct reports to execute their roles and achieve objectives and goals

- Create an inclusive and diverse working environment that is conducive to individual development, business performance, and growth

Knowledge and Skills:

- 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)

- Broad knowledge of 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, negotiation, and influencing skills in cross-functional teams

- Solid understanding of business management principles, financial expertise, and strategic planning methods

- Recognized as an authority in their area of expertise, demonstrated ability to provide thought leadership and drive change across functions

## Skills

### Required
- ITIL framework
- Artificial Intelligence
- IT service delivery
- business management
- strategic planning
- leadership
- communication
- influencing skills

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Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Global-Service-Desk-Lead---APJ-Contractual-Operation-Manager_3164029-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)