IT Operations and Service Desk Manager

Responsibilities

• ● Run the Service Desk and IT operations across the Asia scope on the ServiceNow platform.
• ● Drive the migration to a single delivery partner and secure the transition without service disruption.
• ● Produce operational reporting and manage partner escalations (SD & IT Operation partners).
• ● Coordinate proximity support across the Asia markets.
• ● Beyond the Asia scope, and subject to available capacity, contributes to the central operations
• ● supporting the delivery of services to EMEA / AMER as part of a follow-the-sun model.
• ● Key interfaces and governance
• ● Internal: Head of Asia Operations, Cloud Ops, Digital Workplace Ops, Network Ops, Security Ops,
• ● Central ITSM & ServiceNow.
• ● External: Service Desk and proximity partners (SD & IT Operation partners).
• ● Regional: markets and hubs for proximity coordination.
• ● Candidate profile Experience and background
• ● Operational manager with solid Service Desk and IT operations experience.
• ● Proven vendor / delivery-partner management, ideally through a transition or consolidation.
• ● Core technical skills
• ● ITSM / ServiceNow: incident, request, reporting.
• ● Service Desk operations and proximity support coordination.
• ● Vendor management and escalation handling.
• ● Process rigour and operational KPI reporting.
• ● Behavioural skills and posture