Job Description:-

Strategy & Planning

• Represent end user requirements with inputs from business end user boards, influence and persuade to ensure joint alignment of needs and goals in alignment with IT strategy
• Ensure the enterprise IT service delivery and empowering end users to diagnose and resolve problems independently through self-service
• Partner with IT Functions to create scalable & user friendly capabilities like self-service options (knowledge base, video KB, etc.) that enhance employee productivity
• Initiate, oversee and support key end user improvement projects in line with strategy

Operation Management - IT Service Desk

• Define and implement effective service and incident management processes
• Define metrics and publish reports to identify trends and issues, measure progress and drive continuous improvement
• Work collaboratively to define SLAs and measure performance to those SLAs
• Act as communications lead for major incidents, escalations and notifications
• Review root cause analysis and documented resolutions
• Ensure effective response to incoming requests and seek feedback for customer satisfaction
• Manage resource levels and staff scheduling to ensure effective coverage
• Identify and conduct team training and cross-training to facilitate personal development
• Communicate best practices, evaluate system needs and implement changes to attain desired business outcomes
• Collaborate with business users and IT to adapt services to address evolving needs
• Identify opportunities to use IT Service Desk capabilities to assist and improve other IT functions

Operation Management - IT Administration

• Supervise day-to-day operations of the administrative department and staff members
• Develop, review and improve administrative systems, policies and procedures
• Ensure office is stocked with necessary supplies and all equipment is working and properly maintained
• Work with accounting and management team to set budget, monitor spending and expenses

Qualifications:-

• Bachelor or Master's Degree in Business Administration, Management, Project Management, Computer Science, Engineering or related field.
• At least 7 years of IT and/or Service Delivery experience, with focus on IT Users, End User Computing Service, IT Service Desk (and exposure to broader IT Infrastructure Services / IT Operations)
• Demonstrated knowledge of IT Service Desk and End User Computing Services
• Working experience with various IT Service Desk technologies/platforms - including ServiceNow, HP Service Manager, SysAid System, WebEX, etc.
• Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members
• Demonstrated knowledge of ITIL frameworks for Service Delivery and service support processes
• Knowledge of and experience of implementing ITIL / Service Management frameworks
• ITIL v3.0 foundation certified
• Track record of managing large teams of both internal and external resources
• Experience in working effectively with executive management and presenting to senior leader
• Able to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization