Job description:
- Responsible for managing the transition of the Service Desk between different outsourcing service provider, to ensure business continuity
- Responsible for managing and governing the outsourced Service Desk operation, ensuring the service provider consistently meets agreed service levels, performance targets, and contractual obligations while delivering high-quality support to ams OSRAM employees globally
- Responsible for monitoring service performance metrics, analysing operational trends, and leading continuous improvement initiatives that enhance service quality, increase customer satisfaction, and improve the overall effectiveness and efficiency of IT operations
- Responsible for driving the adoption of automation, self-service capabilities, and AI-enabled solutions while leading the continuous enhancement of ITSM tools and platforms to reduce manual effort, improve productivity, and enable more efficient service delivery.
- Responsible for building strong partnerships with business stakeholders, IT teams, and external service providers, ensuring effective collaboration, transparent communication, and alignment of service delivery with business objectives and organizational priorities
- Responsible for defining, implementing, and enforcing IT Service Management (ITSM) processes and standards, ensuring the Service Desk operates in accordance with ITIL best practices and ams OSRAM policies
Profile description:
- Bachelor's degree in information technology, Computer Science, Information Systems, Software Engineering, or a related field.
- Minimum 5 years of experience on managing Service Desk and IT Service Management
- Experience on leading the Service Desk transitions for MNCs or global IT services Vendors.
- Deep understanding of Service Desk operations and IT Service Management framework
Soi Kim Kee
[Confidential Information]
+65 () 62402395
