Job Overview
The Regional Service Manager will be responsible for overseeing all aspects of onsite desktop support and dispatch services provided by Our Client across the India. This position requires a dynamic and experienced IT professional with a robust background in end user computing (EUC) services, desk side support, and device lifecycle management. The successful candidate will ensure the effective delivery of high-quality support services in alignment with the contractual obligations outlined in the reference schedules.
Key Responsibilities
- Service Management: Oversee the provision of Desk Side Support and Tech Bar Services, ensuring adherence to the service levels and quality standards specified.
- Device Lifecycle Management: Manage the asset management, stock management, refresh, OS build and deployment as specified.
- Operational Control and Compliance: Ensure compliance with the Bank's global operational controls and policies, assisting in the development and maintenance of key procedures required to support the EUC environment effectively.
- Incident Resolution and Request Fulfilment: Provide onsite support for hardware and software issues, ensuring timely resolution of incidents and requests, and maintaining thorough documentation of actions taken.
- Customer Relationship Management: Foster strong relationships with stakeholders, ensuring clear communication and a high level of customer satisfaction through regular updates and feedback loops.
- Continuous Service Improvement: Proactively identify opportunities for service improvement and recommend changes to enhance efficiency, effectiveness, and customer satisfaction.
- Cost Optimization Focused: Ensure efficient use of resources and maximize cost-effectiveness.
- Project Management: Manage and coordinate IMAC (Installations, Moves, Adds, and Changes) activities, ensuring alignment with business requirements and timely execution of tasks.
- Reporting and Documentation: Maintain accurate records of service activities, asset management, and compliance with service level agreements (SLAs), providing regular reports to senior management.
- Staff Management: Lead and motivate a team of support engineers across locations, ensuring appropriate training, certification, and development opportunities to enhance team performance.
Key Skills and Qualifications
- Bachelor's degree in Information Technology, Computer Science, or extensive experience in related field.
- A minimum of ten years experience in IT service management within the financial services sector, ideally in a managed services setting, with an emphasis on desk side support, TechBar Services, and device lifecycle management.
- Demonstrated expertise in managing End-User Computing (EUC) devices, including desktops, laptops, and Virtual Desktop Infrastructure (VDI).
- Deep understanding of desktop environments, OS builds Windows and MacOS, refresh cycles, and hardware/software troubleshooting
- Experienced in hardware asset management processes and utilization of Configuration Management Database (CMDB) tools.
- Well versed with using ServiceNow ITSM tool for ticket and asset management
- Proficient with Windows 11, and Apple MacOS infrastructure.
- Extensive experience in SCCM, Intune, Azure deployment
- Experience with Active Directory administration
- Leadership: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
- Communication: Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to resolve complex technical issues promptly.
- Customer Focus: A strong commitment to customer service excellence and continuous improvement.
- Certifications: Relevant certifications such as ITIL, PMP are highly desirable.
Additional Responsibilities
- Travel within India between client sites and Client offices as needed
- Coordinate the provision of proactive and reactive monitoring and troubleshooting to identify and resolve potential issues before they impact users.
- Collaborate with cross-functional teams to deliver integrated support services, ensuring consistency and quality across all Bank sites.
- Implement and manage processes for the replacement of lost, stolen, or damaged EUC devices, ensuring compliance with Bank policies and standards.
- Support major incidents and provide assistance with remediation activities, ensuring minimal disruption to business operations.
This job description is designed to provide a comprehensive overview of the responsibilities and qualifications required for the role of Regional Service Manager. The successful candidate will play a critical role in ensuring the delivery of high-quality IT support services, contributing to the overall success of the organization.
