Service Desk Operations Manager

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Escalation Management : Serve as the primary point of contact in the APAC region for escalations from internal teams or business colleagues regarding service delivery issues. Assess the urgency and impact of escalated incidents, determine appropriate response plans, and ensure proper escalation procedures are followed. Provide timely and accurate updates to stakeholders, including management regarding the status and progress of escalated issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.

Critical Incident Management : Assist with the response to critical incidents in the APAC region by ensuring swift and effective resolution to minimize impact on business operations. Participate in the communication and collaboration among technical teams and business stakeholders during critical incidents to drive timely resolution. Conduct post-incident reviews to identify root causes, implement preventive measures, and drive continuous improvement in incident management processes.

Service Level Agreement (SLA) Compliance : Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.

Root Cause Analysis : Assist with managing effective Problem Management by conducting post-incident reviews to identify the root causes of major incidents and develop strategies for prevention or mitigation. Implement process improvements and best practices based on lessons learned.

Incident Reporting and Communication : Prepare and distribute timely incident reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication during major incidents.

Business Collaboration and Optimization : Establish and maintain strong relationships with key business stakeholders to understand their business needs, alignment with service delivery, and address any concerns.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field.

Proven experience in IT service delivery management, with a focus on escalations resolution of complex issues.

Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.

Experience in participating in the resolution of critical incidents and coordinating with cross-functional teams.

Excellent problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure situations.

Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management.

Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment.

Relevant certifications, such as ITIL Foundation, PMP, or related certifications, are highly desirable.

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