Service Desk Service Delivery Manager

Mission Statement:

The Service Desk Service Delivery Manager will be accountable for the execution of the 2 core services within APAC. Those 2 core services are Remote support, and Automation.

The Global Infrastructure and Operations (GIO) Service Desk Service Delivery Manager will manage the day to day operations within the remote support. This person will drive efforts to shift work to the Service desk for automation opportunities. He/She will engage to ensure deliver and monitor adoption of automation services, which include tools, knowledge and self help. The EUS Service Desk work with EUS HUB APAC Manager to ensure the execution of the Onsite support, Premium support process and continuous improvement of the service.

The Service Desk Service Delivery Manager will lead an outsourced service. The geographical focus of this role will be Hub APAC. This position will report to the GIO Global Operations Manager. The Service Desk Service Delivery Manager is accountable for operational performance of the service desk and end user satisfaction for service desk as well as onsite support activities under the strong supervision of the GIO EUS HUB APAC Manager.

How will you CONTRIBUTE and GROW?

(A) Service Desk

• Manage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day to day execution
• Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.
• Manage, govern and deliver on GIO/End User Support performance targets.
• Lead the service to motivate contractors and influence them to take positive actions and accountability for their assigned work.
• Create an operational culture that drives customer service, innovation, and leveraging best practices to improve financial and service delivery performance.
• Perform operational management of multiple geographically diverse Service Desk locations that operate on a 24/7 basis.
• Improve performance and efficiency in the Key Performance Indicators of First Call Resolution, Speed to Answer, Customer Satisfaction Rating, Abandon Rate, Ticket Aging, Routing Accuracy/Error Control/ Continuous Improvement.
• Drive business innovation to reduce overall incidents through self healing & self-help capability.
• Provide operational support and direction for all audits in support of Air Liquide compliance and regulatory needs.
• Drive improved customer satisfaction with a focused first call resolution based approach in the APAC regions.
• Aggregate all Service Desk demand to optimize resolution at the lowest cost point.
• Handle and manage all escalations with appropriate communication, functional and hierarchical escalation and follow through to conclusion.

(B) Automation

• Support the formalized Knowledge Management approach and strategy to support all End User Support teams and improve end user efficiency through shift-left, automation, and self help.
• Produce improved cost efficiency through shift left activities with infrastructure, operations, and application teams that benefit the end user experience and efficiency.

(C) Onsite support

• Oversee the delivery of all Onsite Support activities as part of the common external managed service contract (Service Desk + Onsite support activities), under the supervision of the GIO APAC EUS manager accountable for this activity

(D) Global Service Desk

• Participate to the leadership team about Service Desk Services, working in an worldwide team with many cultural & practices to follow.
• Participation on meeting late at night (max 9pm) one ot two times a week will be required to sync with others regions (APAC <-> EUROPE <-> AMEI <-> AMERICAS)
• Work closely with :Local process Manager (Incident, Change, Request) BIS APAC , Global Operations team and various
• Service Managers in GIO SL

(E) Global Governance

• Contribute to and implement best practices and tools for End User Support.
• Organize and run all meetings associated with the Global Governance for End User Support.
• Create and execute against the Global Governance charter for end user support.
• Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.

Are you a MATCH?

• Able to work independently with minimal supervision.
• Demonstrated teamwork and collaboration in a professional setting.
• Experience with Google collaboration tools is a plus.
• Strong interpersonal and team work skills.
• Excellent verbal and written communication skills and excellent customer service skills
• Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines.
• Strong ServiceNow reporting capability ( SLA’s , Time Durations, Service based, Business Analytics)
• Have vast experience to manage the regional service desk support team

What We Offer:

• Hybrid work arrangement
• Office location is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles

Mission Statement:

The Service Desk Service Delivery Manager will be accountable for the execution of the 2 core services within APAC. Those 2 core services are Remote support, and Automation.

The Global Infrastructure and Operations (GIO) Service Desk Service Delivery Manager will manage the day to day operations within the remote support. This person will drive efforts to shift work to the Service desk for automation opportunities. He/She will engage to ensure deliver and monitor adoption of automation services, which include tools, knowledge and self help. The EUS Service Desk work with EUS HUB APAC Manager to ensure the execution of the Onsite support, Premium support process and continuous improvement of the service.

The Service Desk Service Delivery Manager will lead an outsourced service. The geographical focus of this role will be Hub APAC. This position will report to the GIO Global Operations Manager. The Service Desk Service Delivery Manager is accountable for operational performance of the service desk and end user satisfaction for service desk as well as onsite support activities under the strong supervision of the GIO EUS HUB APAC Manager.

How will you CONTRIBUTE and GROW?

(A) Service Desk

• Manage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day to day execution
• Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.
• Manage, govern and deliver on GIO/End User Support performance targets.
• Lead the service to motivate contractors and influence them to take positive actions and accountability for their assigned work.
• Create an operational culture that drives customer service, innovation, and leveraging best practices to improve financial and service delivery performance.
• Perform operational management of multiple geographically diverse Service Desk locations that operate on a 24/7 basis.
• Improve performance and efficiency in the Key Performance Indicators of First Call Resolution, Speed to Answer, Customer Satisfaction Rating, Abandon Rate, Ticket Aging, Routing Accuracy/Error Control/ Continuous Improvement.
• Drive business innovation to reduce overall incidents through self healing & self-help capability.
• Provide operational support and direction for all audits in support of Air Liquide compliance and regulatory needs.
• Drive improved customer satisfaction with a focused first call resolution based approach in the APAC regions.
• Aggregate all Service Desk demand to optimize resolution at the lowest cost point.
• Handle and manage all escalations with appropriate communication, functional and hierarchical escalation and follow through to conclusion.

(B) Automation

• Support the formalized Knowledge Management approach and strategy to support all End User Support teams and improve end user efficiency through shift-left, automation, and self help.
• Produce improved cost efficiency through shift left activities with infrastructure, operations, and application teams that benefit the end user experience and efficiency.

(C) Onsite support

• Oversee the delivery of all Onsite Support activities as part of the common external managed service contract (Service Desk + Onsite support activities), under the supervision of the GIO APAC EUS manager accountable for this activity

(D) Global Service Desk

• Participate to the leadership team about Service Desk Services, working in an worldwide team with many cultural & practices to follow.
• Participation on meeting late at night (max 9pm) one ot two times a week will be required to sync with others regions (APAC <-> EUROPE <-> AMEI <-> AMERICAS)
• Work closely with :Local process Manager (Incident, Change, Request) BIS APAC , Global Operations team and various
• Service Managers in GIO SL

(E) Global Governance

• Contribute to and implement best practices and tools for End User Support.
• Organize and run all meetings associated with the Global Governance for End User Support.
• Create and execute against the Global Governance charter for end user support.
• Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.

Are you a MATCH?

• Able to work independently with minimal supervision.
• Demonstrated teamwork and collaboration in a professional setting.
• Experience with Google collaboration tools is a plus.
• Strong interpersonal and team work skills.
• Excellent verbal and written communication skills and excellent customer service skills
• Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines.
• Strong ServiceNow reporting capability ( SLA’s , Time Durations, Service based, Business Analytics)
• Have vast experience to manage the regional service desk support team

What We Offer:

• Hybrid work arrangement
• Office location is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles