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APAC Service Delivery Manager

Job Title: APAC Service Delivery Manager
Contract Type: Permanent
Location: Sydney
Industry:
Reference: 2846760
Job Published: January 22, 2020 14:00

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! 

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