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