• Triage major incidents and communicate updates to stakeholders.
• Guide the Operate teams on the incident management process.
• Ensure adherence to the incident management process.
• Engage the appropriate technical and support staff from relevant teams.
• Review the recovery procedure and approve the recovery steps provided by subject matter experts.
• Track incidents throughout their lifecycle and communicate status updates periodically to relevant stakeholders.
• Facilitate incident resolution and closure.
• Initiate the problem fix process after incident resolution and hand over the problem to the Problem Management team.
• Conduct Post Incident Reviews and RCAs for major incidents, including incident handling, to identify gaps and share learnings with other teams.
• Drive incident pattern analysis to identify areas for improvement.

Skills: Incident Management, Stakeholder Communication, Process Adherence, Cross-Functional Collaboration, Recovery Procedure Review, Incident Tracking, Root Cause Analysis, Continuous Improvement

• Act as a Business Partner IT Liaison for external stakeholders, including Fortune 500 companies, to support technical needs, projects, and new technologies.
• Partner with internal and external stakeholders to ensure effective technology solutions.
• Align IT services and tools with internal stakeholder priorities.
• Proactively identify opportunities where technology can bring benefits, improve efficiency, and enhance business effectiveness.
• Collaborate with business leadership and key stakeholders to prioritize projects.
• Ensure investment in technology solutions aligns with business goals and delivers tangible business value.
• Oversee program and project implementation, manage schedule changes, and communicate status and risks to business stakeholders.
• Collaborate with deployment teams to plan, execute, and deliver solutions.
• Engage with external vendors.
• Manage stakeholder expectations effectively.

Skills: Business Partnering, Stakeholder Management, IT Alignment, Solution Delivery, Project Management, Vendor Management, Process Improvement, Risk Management

• Contribute directly to the strategy, development, and quality of IT Service Management and the company's service delivery capability.
• Own specific IT services and ensure their effective delivery, management, and improvement to meet company and client needs.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap, and strategic direction.
• Facilitate problem-solving and collaboration.
• Coordinate with internal and external teams (onsite and offshore).
• Establish meeting times, places, and agendas, and ensure discussions and decisions lead to closure.

Skills: IT Service Management, Service Delivery, KPI Reporting, Process Improvement, Strategic Planning, Cross-Team Collaboration, Problem Solving, ITIL Leadership

• Develop, publish, and maintain technical system documentation.
• Analyze the business requirements of all departments to determine their needs.
• Apply knowledge of IT change management methodologies and independent verification and validation processes for IT systems.
• Evaluate change proposals against baselines and processes.
• Install operating system upgrades and patches in test and production environments.
• Conduct vendor evaluations and make recommendations.
• Assist with the preparation of budgets for IT systems, services, and applications.
• Monitor hardware and supporting software to ensure resources are available and utilized effectively.
• Provide technical support and customer service directly to end users through a ticketing system, telephone, electronic communication, and remote screen sharing.
• Troubleshoot, diagnose, and resolve system problems and issues promptly, engaging vendor support.

Skills: System Documentation, Business Analysis, Change Management, System Upgrades, Vendor Management, Budget Planning, Technical Support, Troubleshooting

• Make reasonable accommodations to enable individuals with disabilities to perform the essential functions.
• Understand Windows client and server architectures.
• Troubleshoot issues related to enterprise software and integrations.
• Assist with system and user testing of various enterprise software.
• Develop relevant metrics, publish the performance of services provided, and enable continuous improvement in collaboration with peer groups.
• Manage projects, develop project plans, and monitor ongoing performance.
• Perform imaging using proprietary Microsoft tools.
• Manage Microsoft Active Directory and Group Policy Objects for endpoint computing.
• Actively lead regular reviews with the client, ensuring all delivery commitments and deliverables are provided as per the contract.
• Compose, deliver, and track client status reports and delivery scorecards.
• Perform problem-solving on the fly with the ability to context switch rapidly.
• Develop processes, best practices, standards, and data compliance frameworks.

Skills: Accessibility Support, Windows Administration, Software Troubleshooting, Testing Support, Performance Metrics, Project Management, Active Directory, Client Reporting

• Provide service and supplier governance.
• Develop, refine, and enhance processes that support the enterprise function’s varied environments.
• Manage service performance delivered by both internal and external service providers for enterprise functions.
• Develop and maintain relationships with procurement and service design teams for contract management and change to ensure continued service availability.
• Challenge change requests to ensure system stability and retain service availability.
• Lead Post Incident Reviews (PIR) following major incidents relating to enterprise services.
• Manage internal service reporting and sponsor service delivery meetings relating to enterprise services.
• Identify and remove all obstacles to customer satisfaction and financial performance.
• Follow up on poor service provider performance through time-bound deliverables stored within an associated action log.
• Manage and identify service improvement activities with internal clients, business functions, and internal/external service providers.

Skills: Service Governance, Process Improvement, Performance Management, Contract Management, Change Control, Incident Review, Service Reporting, Service Improvement

• Negotiate service level requirements, agree on service levels, and ensure that service delivery meets those levels.
• Create and maintain a catalogue of available services.
• Diagnose service delivery problems and initiate actions to maintain or improve levels of service.
• Establish and maintain operational methods, procedures, and facilities in the assigned area of responsibility and review them regularly for effectiveness and efficiency.
• Ensure that appropriate action is taken to anticipate, investigate, and resolve problems in systems and services.
• Ensure that problems are fully documented within the relevant reporting systems.
• Coordinate the implementation of agreed remedies and preventative measures.
• Analyze patterns and trends.
• Provide customer service, including technical advice and guidance on all matters related to the successful use of complex products and services.
• Help customers clarify their requirements, document the conclusions reached, and contribute to preparing and supporting bids and sales proposals.

Skills: Service Level Management, Service Catalog, Problem Diagnosis, Process Optimization, Problem Management, Root Cause Analysis, Trend Analysis, Customer Support

• Manage day-to-day operations of all applications in scope, including performance, integrity, and security, reporting service levels, and tracking KPIs.
• Run the service delivery processes, including incident management, problem management, change management, capacity management, and crisis management.
• Enforce the client's IT policies, processes, guidelines, IT operation procedures, and standards for compliance.
• Act as the point of contact for the distributed client team across multiple geographical locations and the Accenture team across multiple geographical locations.
• Create and execute continuous improvement programs during delivery to increase the team's efficiency.
• Avoid unnecessary conflicts and know how to escalate issues.
• Adjust to people, culture, policies, and situations.
• Influence the actions, behavior, and opinions of others by appealing to reason or understanding.
• Participate in monthly reviews and governance meetings.
• Coordinate QA, audit, financial management, and asset management.

Skills: Application Management, Service Delivery, Policy Compliance, Global Collaboration, Continuous Improvement, Conflict Resolution, Stakeholder Influence, Governance Management

• Identify and interface with key stakeholders from across the organization to ensure efficient design of technology.
• Ensure that all Tools Design & Architecture processes and documents are kept fit for purpose, up to date, published, and reviewed regularly.
• Provide status reporting of team activities against the plan or schedule, and inform of task accomplishment, issues, and status.
• Interact and interlock with identified onsite and offshore technical leads for each deliverable.
• Support the technical lead of each deliverable in development and integration by ensuring collaboration with their sub-team for successful completion.
• Ensure deliverables are prepared to satisfy the project requirements and schedule.
• Coordinate and track reviews, documentation, and test activities.
• Serve as a focal point to communicate and resolve interface and integration issues with other teams.
• Escalate issues that cannot be resolved by the team.
• Coordinate meetings with functional management to discuss project impediments, needed resources, or issues and delays in completing tasks.
• Coach and help develop team members, and ensure they have the necessary education and training to effectively participate on the team.

Skills: Stakeholder Management, Architecture Governance, Status Reporting, Cross-Team Collaboration, Deliverable Management, Issue Resolution, Project Coordination, Team Coaching

• Act as the single point of contact for customers and remain available for all operational events and escalations.
• Lead the 24/7 Day-2 support team on technical matters to align with customer expectations and contractual obligations.
• Plan, monitor, and deliver operational tasks in a timely and successful manner.
• Understand support contract types for each customer and deliver services in line with the agreed scope and SLAs.
• Build and maintain relationships with vendors and partners to resolve product support issues and manage customer expectations.
• Drive all technical escalations and manage customer interactions effectively to achieve resolution.
• Foster team collaboration with support engineers and provide mentoring on support delivery.
• Develop and maintain standard operating procedures, technical documentation, and knowledge base content.
• Conduct postmortems and root cause analyses to identify issues clearly and implement prevention strategies.
• Produce RCA and incident reports for all high-severity and priority incidents, presenting them confidently to customers.
• Engage actively with cross-functional teams to coordinate and represent the organization as a unified partner, improving overall support functionality.

Skills: Customer Escalation Management, 24/7 Support, Operational Delivery, SLA Management, Vendor Relations, Technical Leadership, Root Cause Analysis, Cross-Functional Collaboration

• Work hands-on with technology to ensure the timely resolution of incidents and completion of projects.
• Assist with or lead the technical design and architecture aspects of preparing proposals.
• Prepare CIO Review (annual budget) and provide best practice recommendations.
• Include hardware and software upgrades, warranties, and end-of-support-life products in budget recommendations.
• Provide incident management direction for the support team and clients during high-profile production issues.
• Perform quality control and issue identification for assigned clients.
• Coach and mentor a small assigned group of junior engineers, including participation in quarterly and annual reviews.
• Manage and take ownership of technical initiatives.
• Reduce billable utilization goals from engineering staff to allow for additional pre-sales functions and team mentorship time.
• Take the lead on high-profile complex production issues such as virus outbreaks, critical outages, and security breaches.
• Monitor ticket queues for assigned clients and verify tickets are properly completed, communicated, and moved forward promptly, while helping to triage difficult tickets.
• Identify and assist with the deployment of internal and client-facing tools to improve service offerings.

Skills: Incident Management, Technical Architecture, Budget Planning, Quality Assurance, Team Mentorship, Technical Leadership, Security Response, Service Improvement

• Secure eCommerce transactions and access to digital banks, wallets, and PSD2 XS2A use cases with an access control solution.
• Enable mobile payments where the smartphone is used as a card.
• Provide a wallet solution including a payment component.
• Deliver solutions in the context of mobile protection.
• Work with internal stakeholders to ensure and support the best possible operations of identity, trust, and authentication products.
• Act as a bridge between the corporate service desk and client delivery managers on one side, and IT operators on the other.
• Follow up daily on incidents and run activities to ensure tickets are correctly assigned to the impacted team.
• Align with different teams involved to provide optimal solutions to the customer.
• Manage timely resolution and provide updates.
• Ensure changes are clearly communicated to clients.
• Manage events by ensuring client production issues impacting service are correctly communicated to the service teams.
• Identify improvements, evaluate their implementation, and follow up when approved.
• Manage small projects related to product evolutions and maintenance.

Skills: Access Control, Mobile Payments, Wallet Solutions, Identity Management, Incident Management, Client Communication, Service Operations, Product Improvement

• Monitor, control, and support service delivery by ensuring systems and procedures are in place and followed.
• Engage and drive SRE practices with operational and product groups to align technology service and solution delivery.
• Demonstrate strong customer service, project management, and quality control skills.
• Own the incident, request, change, and escalation processes, ensuring high performance, leading effective postmortems/RCAs, and following up on actions.
• Act as an escalation point for issues reported in operations and work with internal teams to resolve them.
• Collaborate with application and product engineering management teams to enable new application onboarding by gathering and documenting product requirements and facilitating communication with the India technical team.
• Conduct regular reviews with customers on SLAs and business requirements, analyze incidents, problems, and alerts data, and drive internal and client service review meetings covering performance, service improvements, quality, and processes.
• Define and report progress on key initiatives and project-level tasks to stakeholders, including senior executives and clients.
• Define and set standards, policies, and best practices for IT processes, and identify tools to support these processes.
• Promote people processes by encouraging knowledge sharing and driving training initiatives.

Skills: Service Delivery, SRE Practices, Customer Service, Incident Management, Escalation Support, SLA Management, Process Governance, Knowledge Sharing

• Ensure the smooth running of customer systems and network infrastructure to maximize benefits.
• Manage key staff responsible for projects and installations.
• Take responsibility for career development and appraisals of team members.
• Oversee problem and incident management to ensure SLAs are achieved and client expectations are met or exceeded.
• Manage service transitions for customers as services are added or removed.
• Implement a functional PMO approach to manage project risk.
• Develop and implement a project accounting approach to identify project profitability.
• Ensure company tools and information systems are utilized correctly, and relevant information is provided.
• Define service level agreements (SLAs) for contracted services, establish escalation flows, and advise technically on escalations.
• Build strong service relationships with clients.
• Ensure quality and profitable services are delivered according to agreed SLAs.
• Specify systems, processes, and methodologies to enable effective monitoring, control, and support of service delivery.
• Provide reports according to agreed schedules or on request, including management and account performance reports.
• Attend client service review meetings to cover performance reports, service improvements, quality, and processes.

Skills: Infrastructure Management, Team Leadership, Incident Management, Service Transition, Project Governance, Financial Management, SLA Management, Client Relations

• Ensure the strategic placement of resources needed to meet clients’ needs while maintaining alignment with company goals.
• Apply strong management insight to ensure the operation and function of the Service Delivery team conforms to company policies, procedures, and departmental requirements.
• Analyze departmental metrics to develop and implement operational improvements.
• Lead, coach, and motivate team management and lead personnel to impact downstream effectiveness and efficiency.
• Oversee work efforts of departmental leads and managers to ensure team goals align with company goals.
• Handle escalations not otherwise resolved at the lead or manager level.
• Implement and introduce projects to the Service Delivery team to ensure that Service Level Agreements and confirmed requested dates and times are met.
• Ensure the use of all available resources most efficiently and cost-effectively to benefit the profitability of the company as a whole.
• Attend project implementation meetings to prepare for how the new work will affect the team, field force, and geographical locations of the new work.
• Act as the escalation point to other departments for any projects or jobs that may come into jeopardy.
• Oversee the Service Delivery team in prioritizing client calls, scheduling to meet project deadlines, and ensuring exceptions and escalations are handled based on departmental SLAs established to meet client expectations.
• Coach and oversee the workload of the Customer Relations Manager to ensure the Client Relations team complies with procedures and maintains continuous phone coverage in support of external and internal customers.

Skills: Resource Planning, Service Delivery, Operational Improvement, Team Leadership, Escalation Management, Project Implementation, SLA Compliance, Client Relations

• Serve as the full lifecycle IT Service Delivery lead for an RMD multi-program connected set of programs and information systems.
• Create and execute an overarching strategy for IT service delivery for a connected multi-program area, supporting business growth objectives and incorporating modern, cloud, and other digital technologies into the IT infrastructure environment.
• Partner closely with IT Section Management, IT Program Leads, System Administrators, and Network Engineers to ensure excellent IT service delivery.
• Lead IT service-related issue prevention and implement effective changes to eliminate recurrence.
• Partner with the IT Service Execution Lead on the strategy and implementation of IT service management best practices.
• Ensure the creation and execution of technical and service roadmaps related to the multi-program area IT infrastructure that integrate into the overall RMD IT strategies, architectures, and best practices.
• Oversee the definition and deployment of common IT service management best practices, processes, and tooling that establish a standardized approach to managing, monitoring, and reporting on IT technical support to the multi-program area.
• Lead a matrixed team through influence to maintain systems, transform to new platforms and other technologies, ensure security compliance, modernize and grow the infrastructure to enable greater economies of scale, and improve business continuity and agility.
• Partner and collaborate with solution architects to integrate new technologies and services into the multi-program area and information systems architecture, increasing the use of standardized solutions.
• Leverage and develop relationships with vendors, functional partners, Global Business Services (GBS), and other business IT organizations to support the delivery of IT service management capabilities to program environments.
• Identify opportunities to gain efficiencies and act upon them, partnering with IT, Engineering, and other functions to achieve positive outcomes.

Skills: Service Delivery Leadership, IT Strategy, Cloud Integration, Issue Prevention, Process Standardization, Infrastructure Modernization, Cross-Functional Collaboration, Vendor Management

• Deliver service consistently and measurably to contracted SLAs.
• Manage robust contract P&L in line with the agreed Business Case and Financial Plans targets as a Remote Delivery Account Manager.
• Understand P&L mechanics and manage internal and external contributors.
• Support new business opportunities, take an active role in bids, and support the transition and implementation of new business, including new service offers.
• Drive continuous and demonstrable improvement of productivity resulting in increased cost-effectiveness and value, and evidence these savings across the relevant customer base.
• Ensure resources, capabilities, and capacity to meet both existing and new business demand in conjunction with the Client Account Delivery Manager.
• Establish processes to proactively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Ensure timely and accurate escalation of client service problems and incidents within appropriate timescales.
• Provide expert problem management support to difficult, high-profile customer issues and ensure root-cause analysis is conducted and corrective action plans are implemented with learnings applied for future benefit.
• Continuously improve the quality and interworking of the whole virtual service team, including other Xerox partners and suppliers.
• Support client contractual targets and measurements with back-to-back supplier commitments.
• Ensure robust tools and relevant technological platforms are in place to support the customer environment and best service solutions.

Skills: SLA Management, P&L Management, Business Development, Continuous Improvement, Resource Planning, Change Control, Problem Management, Supplier Management

• Monitor, control, and support IT service delivery by ensuring systems, methodologies, policies, processes, and procedures are followed and improved or developed where not already in place.
• Accountable for all aspects of service management with internal and external customers, drive stability and issue resolution to protect the customer and business, manage major incidents, and lead problem management to identify and eliminate root causes.
• Lead projects from SOW creation to project planning, requirements definition, implementation, resource management, and guidance to team members to ensure quality outcomes.
• Design measurement methods and metrics to support continual improvement of service operations and supporting processes.
• Liaise with customers and business stakeholders to enhance IT service delivery.
• Report, communicate, and update relevant stakeholders on ongoing service operations and progress against service improvement plans.
• Recommend innovative, secure, and resilient technology architectures that meet current and anticipated future IT requirements of the organization.
• Monitor infrastructure availability against committed uptime SLAs and coordinate with teams or vendors to ensure timely recovery from disruptions.
• Ensure timely escalation and service recovery for Severity 1 and Severity 2 incidents and problems.
• Review and manage change requests, service requests, and technical refresh initiatives systematically to ensure system availability, performance, and reliability.
• Support annual audit activities conducted by internal and external parties and ensure timely follow-up and closure of required action items.
• Participate in and coordinate annual Disaster Recovery (DR) and Business Continuity Plan (BCP) exercises from an infrastructure operations perspective.
• Review regular maintenance activities for effectiveness and compliance.
• Ensure timely updates to the asset inventory of all hardware and software licenses.
• Manage the team effectively, including recruitment, mentoring, training, target setting, and performance assessment.

Skills: Service Management, Incident Management, Project Leadership, Continuous Improvement, Stakeholder Communication, Technology Architecture, Compliance Management, Team Leadership

• Deliver services to the customer according to the contract and adhere to agreed SLAs.
• Own the KPIs agreed in the contract.
• Act as the single point of contact and take responsibility for the overall management of IT Services for the customer.
• Make recommendations on strategies with respect to various technologies.
• Establish and maintain standards and methodologies for providing IT Services to the customer with respect to operational issues.
• Provide periodical reports and other ad-hoc reports as per the contract to the customer.
• Maintain disaster recovery and business continuity processes for the customer.
• Build long-term relationships with the customer.
• Deliver continual improvement in service measures and KPIs.
• Ensure that the projects initiated by the customer are completed as per the agreed timelines and costs, and that the relevant proposals are submitted within the stipulated timeframe.
• Take P&L responsibility.
• Implement automation in service delivery.

Skills: SLA Management, KPI Ownership, Service Leadership, Technology Strategy, Reporting Management, Business Continuity, Client Relations, P&L Management

• Manage resources effectively and monitor utilization.
• Take responsibility for billing.
• Provide value add to the customer year over year by working closely in consultation with the COE and HCL architecture head.
• Manage overall SLA performance and operational interaction with technology leads and service owners.
• Ensure overall customer as well as employee satisfaction.
• Manage onshore and offshore team members.
• Motivate individuals and build teamwork.
• Retain employees through motivation and training.
• Focus on grooming people from L1 to L2 and L2 to L3 within select timelines.
• Develop technical and personal skills for team members.
• Address suitable career development for staff.
• Concentrate on the control and organization of the reporting staff members.
• Maintain awareness of the customer’s business and its IT role in it.

Skills: Resource Management, Billing Oversight, SLA Performance, Customer Satisfaction, Team Leadership, Employee Development, Career Progression, Business Alignment

• Maintain positive relationships with customers.
• Identify customer needs and oversee service delivery within the business context.
• Lead the service delivery team, manage conflict, and ensure processes and tasks are carried out efficiently while helping the team understand resource constraints and prioritization.
• Manage multiple and conflicting priorities in a timely and sensitive manner with full transparency to the wider organization.
• Manage finances and budgets.
• Determine ways to reduce costs without sacrificing customer satisfaction.
• Assess customer feedback and apply creativity to establish, improve, and refine services.
• Remain organized and meet deadlines.
• Build partnerships and liaise with team leaders to determine company services, delivery criteria, and solutions for arising issues.
• Hold teams to the highest standards, project and program discipline, and accountability.
• Continuously improve the technical delivery model and strategy, and implement and manage delivery with the associated teams.

Skills: Customer Relations, Service Delivery, Team Leadership, Priority Management, Financial Management, Cost Optimization, Service Improvement, Delivery Strategy

• Initiate, build, and sustain productive relationships.
• Serve as an escalation point for customer concerns.
• Identify appropriate resolutions to achieve client satisfaction promptly.
• Help develop ETSj strategy and plans that best leverage resources and strategies to meet customer expectations.
• Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups within scope, time, and budget.
• Enforce standard methodologies, processes, and tools.
• Provide leadership and direction to project team members.
• Evaluate and identify potential redundant applications, infrastructure, and tools.
• Motivate other service delivery employees.
• Support the identification of the same account growth opportunities to be converted into sales prospects.
• Work directly with the Client Account Delivery Manager to create the contract’s Account Business Plan for the year and provide support for review and ongoing input.

Skills: Client Relationship Management, Escalation Handling, Customer Satisfaction, Program Delivery, Process Governance, Project Leadership, Service Team Motivation, Account Growth

• Monitor and control priority 1 and 2 calls through incident management.
• Ensure IT services are delivered according to standard operating procedures and agreed Service Level Agreements (SLAs).
• Focus on customer service, troubleshooting, and immediate time-bound response for the end user.
• Escalate complex queries to the relevant regional support organization.
• Monitor performance, cost, and demand (quality and volume) within the business economic context and approved budgets.
• Identify service improvement opportunities using data trend analysis and customer input.
• Manage outsourced teams to ensure effective resource utilization across the portfolio.
• Manage, support, and ensure the operating viability of LAN and WAN, both wired and wireless, for all hours of operation, and report abnormalities to the technical support manager.
• Manage Active Directory privileges, access rights, and computer environments using Group Policy.
• Provide Microsoft M365 Email Server support.

Skills: Incident Management, SLA Compliance, Customer Support, Performance Monitoring, Service Improvement, Vendor Management, Network Administration, M365 Support

• Apply OS patches and upgrades regularly and upgrade administrative tools and utilities.
• Assist in planning, designing, documenting, and implementing various information systems, including servers, network equipment, and software applications.
• Ensure Windows server availability compliance with Service Level Agreements.
• Support the Disaster Recovery Plan for networks and systems.
• Ensure infrastructure systems and services operate at optimal levels to support business functions, high availability, and recoverability.
• Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, and storage in accordance with standards and project or operational requirements.
• Install new software releases, evaluate and install patches, and resolve security or software-related problems.
• Use ticket management software to track progress on issues until resolution and closure.
• Work with developers, DBA service providers, and datacenter operators to coordinate the resolution of problems and issues.
• Perform daily system monitoring, analyze logs, verify the integrity and availability of hardware, server resources, systems, and key processes, review system and application logs, and verify completion of scheduled jobs such as backups.
• Deliver all IM services in a secure and resilient manner.

Skills: System Administration, Server Management, Disaster Recovery, Infrastructure Support, Software Maintenance, Ticket Management, System Monitoring, IT Security

• Manage multiple teams with responsibilities, including hiring, coaching, skills development, recognition and rewards, staff productivity, and performance management up to and including termination.
• Accountable for operational excellence initiatives, including hardware, laptops, desktops, RF scanners, centralized alerting, monitoring, and a 24×7×365 global support model.
• Provide leadership and initiative to improve availability, scalability, latency, resiliency, and efficiency across the enterprise in support of warehouses and operational needs.
• Improve end-to-end availability and performance of mission-critical services and build automation to prevent recurrence of problems.
• Drive improvement initiatives supporting global reliability of operational endpoints, including capacity planning, failover strategies, performance improvements, reduction of Mean Time to Awareness/Resolve, and effective postmortems.
• Lead the improvement and optimization of service conditions by applying critical thinking to enhance best practices and provide enterprise-level recommendations for reliability and resiliency.
• Mentor junior staff in applying enterprise reliability principles.
• Plan, organize, staff, direct, and control day-to-day department operations while developing and implementing policies and programs.
• Develop and manage the department budget, ensure compliance, and address variances and budget concerns.
• Act as the primary IT relationship owner for operations and client leadership.
• Engage with internal and external clients at all levels to resolve IT-related issues and provide timely responses.
• Collaborate with Operations Managers to understand business strategies and IT roadmaps, translating them into enterprise IT services and support requirements with a continual improvement focus.

Skills: Team Management, Operational Excellence, Enterprise Leadership, Service Reliability, Performance Optimization, Budget Management, Client Engagement, Continuous Improvement

• Track and document user requests, engage site, corporate, client, and vendor resources, and ensure timely closure of support service requests.
• Perform and deliver analysis to leadership for system enhancements and improvements.
• Serve as the primary vendor liaison in resolving and prioritizing defects and incidents.
• Develop and maintain tracking tools for support service requests.
• Engage appropriate expert resources when complex support issues arise outside of WMS and other applications.
• Work with clients and vendors to escalate and manage incidents and problems effectively.
• Achieve a 30% or greater profit margin on vendor use and ensure accurate data entry via the vendor PO module to support accurate reporting.
• Identify and cultivate opportunities for business development with existing clients.
• Lead process improvement through the proper use of ACE tools and guide the Service Delivery team to achieve Gold certification.
• Develop and implement processes and metrics, and ensure targets are met.
• Present team achievements and compliance as the cell leader during assessments.

Skills: Request Management, System Analysis, Vendor Liaison, Incident Escalation, Profit Optimization, Business Development, Process Improvement, Performance Metrics

• Prior experience in End User Services.
• IT Service Management skills, knowledge, and preferably certification.
• Demonstrated experience in executing and managing operational KPIs and metrics.
• Skilled in analyzing and the continuous improvement of processes.
• Familiarity with structured approaches for eliminating waste and improving efficiency.
• Knowledge of balanced scorecards and dashboards for monitoring IT service performance.
• Understanding of building knowledge bases to enable faster issue resolution.
• Awareness of balancing workloads with available IT support capacity.
• Familiarity with digital workplace tools such as VDI, MDM, and collaboration suites.
• Ability to work in a dynamic environment, balancing demand.
• Ability to work collaboratively with colleagues and key stakeholders.
• Demonstrated ability working across a "matrixed" organizational model.

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in Service Delivery management of Customer Contracts
• Experience in reporting to customers on all aspects of commercial, financial, service delivery, and relationship management.
• Contract compliance experience with customers, suppliers, technical delivery teams, and operational areas.
• Tangible experience of incident, problem, or change service level management process.
• Strong experience in scope, risk, change, and release and escalation management.
• Strong experience working with the ITIL Service Management Framework.
• Familiarity with identifying and mitigating risks in customer-facing agreements.
• Knowledge of forecasting, budgeting, and margin analysis for managed service contracts.
• Understanding of coordinating multiple suppliers within a unified delivery model.
• Awareness of ISO 20000 or Six Sigma practices in addition to ITIL.
• Skilled at developing trust and long-term partnerships beyond contractual obligations.
• Adept at balancing client expectations with delivery capabilities during escalations.

Qualifications: BS in Cybersecurity with 9 years of Experience

• Proven experience at the management level.
• Experience in Infrastructure Delivery within a fast-paced consumer-facing environment.
• A record of implementing services with third-party/outsourced providers.
• Experience with Agile and Waterfall methodologies.
• Understanding of ITIL processes (with ITIL v4).
• Familiarity with SAFe, LeSS, or Disciplined Agile beyond core Scrum/Waterfall.
• Awareness of how IT delivery ties into wider organizational risk frameworks.
• Knowledge of CapEx/OpEx budgeting, forecasting, and ROI evaluation.
• Understanding of how infrastructure delivery affects customer-facing processes.
• Strong stakeholder management skills
• Strong leadership abilities, drive, and ability to manage multiple projects.
• Confident communicator with credibility at the board and senior leadership level.
• Experience in resolving friction between outsourced vendors and internal stakeholders.

Qualifications: BS in Computer Science with 13 years of Experience

• Experience managing IT Service Delivery teams within environments of 1000+ users.
• Proven ability to manage IT support teams, ensuring consistent global service coverage.
• Experience driving IT integration during Mergers & Acquisitions (M&A).
• Strong background in large-scale application migrations (100+), with focus on GxP and non-GxP critical systems.
• Expertise in overseeing application testing across Dev, QA, Pre-Prod, and Production environments on virtual and physical infrastructure.
• Knowledge of IT compliance and governance processes, including Systems Criticality Analysis (SCA), service offerings, and solution validation.
• Proficiency with ServiceNow for CMDB updates, CI creation, and ITIL-based service management.
• Beyond incident/change/release, knowledge of demand management, availability, and capacity planning.
• Familiarity with IQ/OQ/PQ documentation in regulated industries.
• Ability to collaborate effectively with PMO, application owners, and stakeholders to align IT services with business needs.
• Strong analytical and problem-solving skills for risk management and service improvement.
• Operational resilience mindset, focused on reducing downtime risk through proactive planning and redundancy.
• Skilled at ensuring audit-ready, detail-oriented records for compliance-heavy environments.

Qualifications: BS in Information Technology with 14 years of Experience

• Service management experience in an MSP or IT Consulting Company.
• Technical support experience with a strong IT Support background.
• Experience in all aspects of developing and maintaining a technical service team, and proven experience in customer service.
• Experience with relevant MSP industry software applications, tools, and techniques.
• Deep familiarity with MSP-centric tools like ConnectWise, SolarWinds, Autotask, or equivalent.
• Knowledge of enterprise patching, device monitoring, and endpoint protection solutions.
• Understanding of Office 365, Google Workspace, and other SaaS platform administration in MSP contexts.
• Awareness of per-seat/per-device pricing, bundled services, and managed service cost structures.
• Knowledge of scripting/automation for ticket triage, patch deployment, and routine maintenance.
• Strong customer relationship skills with excellent written and verbal communication skills.
• Team leadership, good problem analysis, and problem-solving abilities.
• Strong critical thinking and analysis skills.
• Ability to collaborate, establish, and maintain credible and influential relationships at all levels.

Qualifications: BS in Management Information Systems with 10 years of Experience

• ITIL v3/v4 Foundation.
• Experience in managing internal and external stakeholders.
• Advanced commercial acumen and supplier management exposure.
• Advanced analytical skills that enable comprehension and resolution of complex business and technical issues.
• Experience in managing the performance of information technology service providers (IaaS/SaaS/PaaS).
• Understanding of scorecards, KPIs, and SLAs for supplier accountability.
• Awareness of cloud cost management, resource tagging, and consumption tracking.
• Familiarity with leveraging BI/analytics tools to spot trends in ITSM performance.
• Knowledge of obligations such as GDPR, HIPAA, or SOC 2 in supplier contexts.
• Awareness of subscription, consumption-based, and outcome-based IT service contracts.
• Experience in directing governance of services spanning AWS, Azure, and SaaS vendors.
• Skilled at balancing cost, quality, and risk in supplier discussions.
• Ability to identify supplier risks before they escalate into major business issues.

Qualifications: BS in Software Engineering with 7 years of Experience

• Experience in a cross-border role, successfully managing multiple complex projects at a global and regional level.
• Proven track record of delivering a collection of projects and products for a portfolio size of $10M.
• Experience in business development, project delivery, and client relationship management in a technology environment.
• Familiarity with frameworks for prioritizing investments and measuring value realization.
• Knowledge of cloud-first, data-driven, and automation-driven transformation roadmaps.
• Ability to evaluate IT investments using ROI, TCO, and business case frameworks.
• Understanding of account growth strategies, renewals, and customer lifetime value (CLV).
• Good business acumen and ability to negotiate with business partners.
• Strong customer orientation and able to manage customer expectations.
• Good executive presence and the ability to develop strategic plans and translate them to actionable roadmaps.
• Good financial and people leadership skills.
• Comfortable working in a matrixed organisation with excellent communication and networking skills.
• Ability to manage risk and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively.

Qualifications: BS in Data Science with 17 years of Experience

• Experience in managing a Regional IT Helpdesk or IT Call Center.
• Knowledge of the IT Service Management framework with relevant qualifications, such as ITIL.
• Certification in Microsoft, Cisco, etc.
• Proven experience in vendor management and outsourced IT services.
• Hands-on skills on end-user computing systems (hardware/software), Cisco IP Telephony, etc.
• Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of best practices for service management.
• Awareness of frameworks for capturing and reusing support knowledge.
• Deeper knowledge of platforms beyond ServiceNow (e.g., BMC Remedy, Freshservice, Jira Service Management).
• Experience in setting realistic expectations while maintaining high service credibility.
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Excellent English and Chinese written and oral communication skills.

Qualifications: BS in Network Engineering with 11 years of Experience

• Experience in systems engineering and integration.
• Must hold or be able to obtain the Security+ CE certification and a Microsoft certification.
• Thorough understanding of application software, operating systems, networks, storage platforms, and how they relate to system architecture.
• Experience working on each stage of the system development life cycle from initiation through deployment/sustainment.
• Experience with ITIL and IT best practices.
• Demonstrated proficiency with process modeling and developing workflow diagrams.
• Able to elicit and interpret requirements and translate to technical specifications/system design following best practices and design patterns.
• Capable of performing problem/gap definition, trade space analysis, science and technology roadmap analysis, and cost versus capability trade-off analysis.
• Experience with engineering practices, techniques, and standards.
• Excellent oral and written communication skills with the ability to communicate with management, technical staff, and end users clearly and professionally.
• Able to develop and present technical presentations, as well as present complex data in diagrams or through other techniques that communicate precise information to both business and technical staff.
• Proven ability to understand the strategic and tactical approach to projects and handle multiple projects concurrently.

Qualifications: BA in Economics with 5 years of Experience

• Experience managing third-party service providers and business stakeholders.
• Experience in bringing clarity to incidents and managing them to resolution.
• Solid project management and change management experience.
• Well-rounded technology experience and strong technical background in both traditional and cloud (Azure) environments.
• Experience working on the delivery and servicing of consumer-facing technology platforms.
• In-depth understanding of ITIL MIM/PIR approaches for root-cause eradication.
• Knowledge of implementing change management frameworks compatible with Agile/DevOps delivery.
• Familiarity with Azure blueprints, policy, and cost governance.
• Awareness of securing high-traffic platforms (e.g., identity protection, API management).
• Knowledge of deployment automation and DevOps toolchains.
• Effective presentation skills (written and verbal).
• Skilled at aligning business stakeholders and suppliers during project or incident escalations.
• Outcome-oriented leadership, maintaining focus on business impact and customer experience when driving teams.

Qualifications: BS in Information Systems with 12 years of Experience

• ITIL Foundation Certification (v3 or 4).
• Previous experience in technology/service delivery/management of IT services.
• Strong leadership and people management skills.
• Ability to use understanding of the different communication channels and formats to effectively engage with various audiences, adapting approaches.
• Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Service process management and improvement experience.
• Adept at coping in a technically complex and fast-changing environment.
• Ability to communicate and build relationships inside and outside the IT organisation.
• Comfortable with challenging, convincing, and managing a mixture of various stakeholders.
• Significant experience in the IT Service management discipline.
• Previous Service Level performance management and reporting experience.
• Service-oriented, driven individual who is committed to continual service improvement.

Qualifications: BS in Cloud Computing with 8 years of Experience

• Experience in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs.
• Working experience in a customer service role.
• Technical expertise in Active Directory and Group Policies.
• Technical expertise in PowerShell and Scripting.
• Experience in management in a global setting.
• Working knowledge of relationship management and interpersonal business development.
• Experience managing external vendors and commercial negotiations.
• Technical expertise in Microsoft O365 (Applications, Admin Management).
• Technical expertise in RingCentral or other UCaaS platforms.
• Ability to explain technical implications (e.g., AD/O365/UCaaS) in clear business language.
• Skilled at managing distributed global teams with diverse working styles.
• Experience in handling high-stakes vendor or partner negotiations.
• Strong ability to automate and streamline complex workflows using structured analysis.

Qualifications: BS in Systems Engineering with 10 years of Experience

• ITIL Foundation Qualified.
• A good understanding of business analysis and process improvement.
• Demonstrable experience working in a position of IT service delivery.
• Demonstrable experience of service improvement.
• Experience using ServiceDesk platforms.
• Experienced Service Management professional.
• Well-developed interpersonal and communication skills to interpret supplier/partner and customer requirements.
• Good planning and organisational skills to ensure that services are deployed and monitored effectively.
• A flexible approach and the ability to work well under pressure to manage unpredictable workloads.
• Be results-oriented and customer-focused.
• Excellent project management skills and deep concern for detail.
• Self-motivation and effective time management skills, including a willingness to learn new skills and methods for delivering services.

Qualifications: BS in Database Administration with 6 years of Experience

• Experience in managing service delivery in the digital space and the ability to modernize support and operations as the company rapidly scales the consumer landscape with a growing number of users.
• Data-driven mindset to use data to improve decision-making, create strategic plans, and stimulate initiatives.
• Digital intelligence to foresee future demand from growth and projects to tailor these inputs into the capacity plans for all associated systems.
• Can balance between being User-centric and IT-centric, with the ability to work under ambiguous situations.
• Strong experience as a former IT Infrastructure Analyst and/or Service/Portfolio management.
• Foundation technical knowledge in IT Architectural principles and cybersecurity in a hybrid environment comprised of on-premises, SaaS, and PaaS.
• Strong experience in customer service, user satisfaction, end-to-end service mindset, project management, quality control skills, and a passion for service improvement.
• Understanding of high-availability web-based systems, infrastructure operations, and application operations.
• Proven experience with the following collaboration tooling: Atlassian Jira & Confluence, Service Now, Microsoft Office 365.
• Certified in Information Technology best practices (e.g., ITIL).
• Certified in Information Technology Governance (e.g., COBIT).
• Certified in Agile Methodology (e.g., Product Owner, Scrum Master).

Qualifications: BS in Information Assurance with 11 years of Experience

• Management or IT consulting experience, holding ITIL v3.
• Working experience in an MNC or the retail industry.
• Experience in IT Service Management lifecycle, including Service Strategy, Service Design, Service Operation (Incident, Problem, Change Management), and continual service improvement.
• Working knowledge of IT Application Support flows, especially inside the retail domain.
• Technical knowledge of current technologies on network, server, collaboration, and security aspects.
• Technical knowledge on network and communication software, including router, switch, wireless controller, access point, call manager, video conferencing appliance, etc.
• Previous eCommerce experience.
• Organized, self-motivated, enthusiastic, and proven rapid learning capability.
• Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude.
• Strong service management and project management skills with a solid proven track record.
• Innovative problem-solving, design, and testing skills with a passion to deliver.
• Confidence and flexibility to often work under significant pressure to deliver effective and high-quality solutions and designs.

Qualifications: BS in Web Development with 9 years of Experience

• Proven experience in IT service delivery within a client-facing role, with strong stakeholder management.
• Working knowledge of ITIL best practices, preferably with ITIL Foundation certification.
• Broad technical skills across enterprise applications, Microsoft Office, Jira, and service management tools.
• Understanding of service management environments, SLAs, and commercial drivers.
• Exposure to eCommerce, marketing, CRM, loyalty, and technology services domains (advantageous).
• Familiarity with agile development and product delivery methodologies.
• Experience coordinating multi-disciplinary teams, including external vendors/agencies.
• Track record of delivering to targets and deadlines in fast-paced environments.
• Customer-focused, innovative, and commercially aware.
• Excellent communication, presentation, and interpersonal skills.
• Collaborative and approachable, with the ability to work independently and take initiative.
• Strong problem-solving, detail orientation, and goal-driven mindset.

Qualifications: BS in Computer Science with 7 years of Experience

• Experience in a global IT infrastructure management or equivalent leadership position.
• Incident/crisis remediation, ability to pull groups together during a major event, and coordinate response.
• Experience reviewing and analyzing data for team utilization and effective support response.
• Proficiency in platforms like ServiceNow, BMC Remedy, or Jira Service Management.
• Understanding of Business Continuity & Disaster Recovery (BC/DR) frameworks to minimize downtime during outages.
• Familiarity with GDPR, ISO 27001, or SOC2 in IT service contexts.
• Knowledge of tools and techniques to track infrastructure performance and plan for scaling.
• Awareness of structured approaches to reduce risks during IT changes.
• Experience forecasting IT operational costs and optimizing team resourcing.
• Complaint de-escalation techniques and ability to build trust with client contacts.
• Ability to read and recognize trends in regular reporting, make non-emotional recommendations supported by data.
• Organization and ability to context switch effectively while keeping a team focused on key priorities, and attention to detail.
• Demonstrated organization, facilitation, communication, and presentation skills.

Qualifications: BS in Information Technology with 12 years of Experience

• Experience working in a customer-facing and/or operations technology function.
• Experience managing a team of technical professionals (functional management and resource allocation).
• Working knowledge of ITIL best practices, with ITIL Foundation.
• Experience with both physical and virtualized Windows desktop environments.
• Working knowledge of IT asset management.
• Experience with IT operations, document imaging, and voice systems.
• Experience with mobile device management and support.
• Exposure to the ServiceNow platform.
• Experience with Tidal and OnBase platforms.
• Knowledge of access controls, vulnerability management, and endpoint protection.
• Awareness of cost allocation, chargeback models, and IT budgeting.
• Ability to guide stakeholders and peers without direct reporting lines.
• Strategic thinking, resilience under pressure.

Qualifications: BS in Management Information Systems with 8 years of Experience

• Experience managing timesheets, costs, billing, and financials across delivery teams.
• Proven ability to oversee multiple accounts (projects and managed services) while ensuring contractual and financial viability.
• Solid knowledge of SLAs, operational procedures, and ITIL-based service delivery.
• Ability to establish and improve practices, templates, policies, and tools to mature organizational capabilities.
• Excellent written, verbal, and presentation skills, including creating and proofreading customer-facing documents.
• Strong organizational, analytical, and time management skills to manage competing priorities.
• Proficiency in one or more project management methodologies (e.g., PMP, PRINCE2, Agile).
• Experience managing stakeholders, facilitating change management, and leading customer meetings/status calls.
• Ability to handle challenging conversations on billing, service quality, and customer expectations.
• Experience supporting presales by scoping and planning service delivery for new/existing customers.
• Knowledge of RACI, Incident, and Major Incident management processes.
• Capability to lead requirements-gathering sessions and assess customer environments for resource planning.

Qualifications: BS in Software Engineering with 10 years of Experience

• Experience in a service delivery or project management capacity.
• Considerable experience in relationship management with a track record of building positive, collaborative relationships with the customer.
• Understanding of the importance of the customer and your role in influencing the customer.
• Knowledge and experience of applying reporting and risk management tools and processes effectively.
• Experience with quality management standards and escalation processes.
• Experience in negotiation and conflict resolution.
• Ability to see the bigger picture in a customer service context.
• Level 3 Qualifications (A Levels or equivalent) and ideally ITIL Foundation Certified, or Prince 2 Foundation certified.
• Understanding of change management methodologies.
• Knowledge of budget planning and financial tracking in project environments.
• Strong analytical and problem-solving mindset.
• Effective time management and prioritization.

Qualifications: BS in Cybersecurity with 6 years of Experience

• Background in Managed Service Provider (MSP) or similar IT service delivery roles with a strong customer service focus.
• Experience developing and maintaining SOPs and enforcing service standards.
• Proven ability to lead, mentor, and build IT support teams, with strong communication skills (written and verbal).
• Solid understanding of ITIL Best Practices.
• Skilled in compiling and reporting SLA metrics and KPIs.
• Proficient with ticketing systems and Remote Monitoring & Management (RMM) tools.
• Advanced end-user and desktop support expertise, and hands-on Office 365 administration experience.
• Knowledge of common business cloud services.
• Proficiency in virus/malware remediation.
• Experience with Active Directory and Azure AD administration.
• Policy management expertise (Group Policy & Intune).
• Intermediate server and networking knowledge.
• Experience with PowerShell and scripting automation.

Qualifications: BS in Data Science with 7 years of Experience

• ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification).
• Project management training and/or PMP/PRINCE2 certification.
• Experience in managing an IT service delivery function in an environment similar in size and complexity to the organization.
• Demonstrable and recent experience in service operations/managing an external service provider.
• Demonstrable and recent experience in developing and working according to ITIL service management processes.
• Key business process knowledge and experience in Retail and FMCG.
• Understanding of enterprise architecture and its role in IT service delivery.
• Awareness of IT governance frameworks (e.g., COBIT, ISO/IEC 20000).
• Knowledge of cloud service models (IaaS, PaaS, SaaS) in a managed services context.
• Strategic thinking with the ability to connect operational detail to business outcomes.
• Skilled at stakeholder influencing and persuasion at the executive level.
• Strong written and verbal communication skills tailored to diverse audiences.

Qualifications: BS in Network Engineering with 13 years of Experience

• Prior experience as a Service Delivery Manager.
• Customer-centric, the ability to work with multiple customers.
• Excellent communication skills to collaborate with the internal Service Management team.
• ITILv3/v4 practical experience.
• Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking, etc.)
• Experience in developing and enhancing the strategic relationship with the customer(s) on a medium to long-term basis.
• Experience in delivering against Service Level Agreements, customer commitments, and Service Improvement Programmes.
• Experience in carrying out service reviews.
• An ability to transition projects in and out of service teams.
• Ability to understand and manage financial issues relating to budgets and forecasts, and to maximise profit through negotiation.
• Prior experience working for a Managed Service Provider (MSP).
• ITIL Foundation/Practitioner (Certified).

Qualifications: BS in Information Systems with 9 years of Experience

• Hands-on experience with Windows, Outlook, Printer Management, Hardware/Software Configurations, and Technical Troubleshooting.
• Hands-on experience solving technical issues within a Helpdesk environment, Call or Support Center.
• Experience managing Helpdesk and Desktop Support Professionals in a large 300+ user environment.
• Experience developing performance metrics, KPA’s, KPIs, along with daily, weekly, and monthly reporting.
• Advanced knowledge and troubleshooting of personal computer technologies.
• Experience troubleshooting Microsoft Office software, including Outlook/Exchange and Virtualization.
• Knowledge of networking topologies, including wireless and MDM (Airwatch).
• Exposure to Mac workstations in a Windows Domain and familiarity with Adobe Creative Suite (c3-c6).
• Ability to manage projects and handle multiple tasks in an organized fashion, maintain confidentiality with sensitive customer and internal information.
• Superior communication skills, and proven ability to work collaboratively/cross-functionally and influence stakeholders, manage and balance stakeholder expectations.
• Demonstrated ability to analyze and improve complex processes and a track record of leading/delivering projects.
• Experience supervising or managing a team of technical service representatives.
• Experience working in the retail industry.

Qualifications: BS in Cloud Computing with 8 years of Experience

• Demonstrated experience in a Service Delivery role.
• A strong technical background with working knowledge of IT infrastructure, Cloud technologies, and IT Roadmaps.
• Deep understanding of IT security.
• Demonstrated knowledge and experience in information technology operations management using ITIL, with knowledge of the full IT lifecycle.
• Highly experienced in Critical Incidents, Problems, and Change Management.
• Demonstrable experience in influencing conflict resolution.
• Have an insight into emerging technologies that enhance service management.
• Excellence in customer service with the ability to develop partnerships with key stakeholders and business units.
• Good oral and written communication skills that are impactful and persuasive to the intended audience.
• Be able to work under pressure.
• Have a flexible working attitude and a proactive mindset.
• Enjoy working collaboratively.

Qualifications: BS in Database Administration with 7 years of Experience

• Experience in IT Operations, Field Service, or Infrastructure Service Management, with ITIL Foundation certification (advanced certifications).
• Strong expertise in Incident, Problem, and Change Management processes and tools.
• Proven track record in managing IT services across multiple sites and outsourced environments.
• Experience in vendor management, contract negotiation, and ensuring SLA adherence.
• Knowledge of Microsoft Endpoint Management, Windows environments and hardware, and Microsoft 365.
• Excellent communication and interpersonal skills, and able to present technical ideas in business-friendly terms.
• Strong client service orientation with proven customer-facing experience.
• Demonstrated ability to influence and negotiate with clients, vendors, and stakeholders at all levels.
• Highly self-motivated, adaptable, and detail-oriented with strong problem-solving skills.
• Skilled at prioritizing and executing tasks in high-pressure environments.
• Experience analyzing service data to identify trends, drive improvements, and maintain customer satisfaction.
• Proven leadership in technical project planning and execution within geographically dispersed teams.

Qualifications: BS in Information Technology with 11 years of Experience