IT Operations & Service Desk Manager

Job Details • Drive the transition to a single delivery partner while maintaining service continuity. • Manage operational reporting, service levels, KPIs and partner escalations. • Coordinate proximity IT support across Asia markets. • Manage Service Desk and IT operations delivery partners. • Work closely with Cloud, Digital Workplace, Network, Security and ITSM teams. • Support central operations for EMEA and AMER as part of a follow-the-sun model, subject to capacity. • Monitor service performance and ensure consistent end-user support across the region. • Identify operational issues and coordinate resolution with relevant internal teams and external partners. Requirements • Degree or Diploma in Information Technology, Computer Science or a related discipline. • Relevant experience in Service Desk and IT Operations management . • Strong experience with ITSM and ServiceNow , including incident, request and reporting processes. • Experience managing IT service providers or delivery partners. • Experience in vendor management, escalation handling and service transition. • Experience coordinating proximity or onsite IT support across multiple locations. • Strong understanding of operational KPIs, SLA management and service reporting. • Excellent analytical, communication and stakeholder management skills. • Ability to work independently and manage priorities in a multicultural environment. EA Number: 11C4879