- Kuala Lumpur, Kuala Lumpur, Malaysia +1 more
- 8+ years
Accountable for operational governance, service performance, transformation and continual improvement of End User Services and Global Service Desk capabilities across a global operating model.
Locations (2)
- Kuala Lumpur, Kuala Lumpur, Malaysia
- Selangor, Malaysia
Responsibilities
- Own operational governance and service performance for End User Services and Global Service Desk services operating through a Follow-the-Sun support model.
- Act as Service Owner for designated global services including Global Service Desk, Virtual Desktop Infrastructure, Windows 365, Global Print Services and Knowledge Management.
- Own and govern the Incident Management process, ensuring effective management of major incidents, service degradation events and operational crises.
- Manage operational customer concerns and service issues impacting business operations, ensuring appropriate collaborator communication and timely resolution.
- Ensure alignment to agreed global, standardized IT Service Management processes such as Incident Management, Problem Management, Request Management, Supplier Management, Service Transition Management, Configuration & Asset Management, Knowledge Management.