Job Description
Global Professional Services Organisation is seeking APAC SDM to Scale & improve customer service, help desk, service delivery & complaints management teams to align with APAC strategy.
What we're looking for you to do;
- Manage APAC escalations and bottlenecks in the process with our service outsource partner (Infrastructure, Service Desk and On-Site Service)
- Leading a true customer service across APAC offices with increased focus on improving the service delivery function
- Investigation and resolution of incidents
- Coordination of Knowledge Base documents to improve service desk agent performance
- Identifying, prioritising and managing correction of incidents and complex technical problems
- Collaborating with teams across the business to effectively and efficiently resolve incidents
- Delivering timely and value-add communication around incidents
- Documenting post-incident recovery steps to aid in process improvements
- Providing incident and request metrics and reporting to relevant stakeholders
We're looking for you to have experience in;
- APAC Leadership experience within listed business with high levels of complexity across multiple countries with evidence of achieving financial and strategic business goals
- Scaling APAC service delivery functions to align with strategy
- Reported directly to C-suite and have experience managing teams of over 50, including
- Experience and knowledge in Technical Lead of Windows Desktop Support, Application Support, Service Management, Windows Server Support
- Experience working across Australia & New Zealand
- Preferably ITIL Certified
- Preferably PM Certified
If you're interested in hearing more about this role, apply now!