EUX Senior Manager

EUX Senior Manager

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Key Expected Achievements:

Business and IT Strategy

• Meet with Business Partners to understand their changing support needs and recommend adjustment plans.

·         Meet with Business Partners to understand the perception and reputation of IT support services and recommend adjustment plans.

Delivery of IT Project and Business Initiatives

• Ensure service desk support services are kept in inline with all new IT projects being delivered to ensure their support.

• Participate in the delivery of service desk services in new sites/locations.

·         Implement and maintain IT support platforms such as SCCM/Intune and Antivirus platforms.

Internal Customer Focus

• Ensure the service offered by the IT Service Desk team is delivered to the satisfaction of end users and Business Partners.

·         Ensure that end user and Business Partner feedback is collected, analyzed and corrective action taken to continuously improve the service.

Budgeting and Expenses

• Manage the Service Desk operating budget for Asia including budgeting, forecasting and follow-up.

• Manage local equipment and software contracts. 

• Continuously find ways to optimize service desk spending.

·         Identify, budget, and follow Service Desk CAPEX investments.

IT Process Efficiency and improvement

·         Implement and operate a Lean Service Desk Process in Asia providing live support and including a contact center solution.

·         Ensure efficient cross-team processes are followed with Infrastructure and application support teams as well as experts throughout IT.

·         Manage Key Performance Indicators on Service Desk operations and implement corrective action plans when necessary.

Team Management

·         Manage a group of On-Site Support, Service Desk technicians, and a Workspace and Collaboration Specialist towards high performance.

·         Ensure consistency amongst a geographically dispersed team located in multiple countries and locations (multiple locations within Sri Lanka and Vietnam).

Service Desk Operations

·         Manage IT processes based on ITIL, such as request fulfillment, event management, access management, technology problem management and Incident Management (Based on ITIL reference).

• Plan, prioritize, and schedule service desk activities to ensure continuity of service.

• Ensure that EUX staff follow internal processes, guidelines, and procedures.

• Analyse service desk inquiries to identify reoccurring problems and recommend solutions to improve services and avoid issues.

• Develop problem solving guidelines, checklists, and procedures to help service desk agents to ensure consistency.

• Respond to complex or escalated enquiries and coach team members to continuously build their competencies.

• Coordinate 3rd party vendors for service delivery throughout the regions.

What to expect

• Work with best of bread EUX solutions and platforms in delivering the best user experience to the stakeholders.

• An opportunity to work with a talented tech-oriented, state-of the art facility in the heart of Colombo.

• Opportunities to interact with a highly talented, multi-cultural and diversified team that believes in personal and team growth.

• Ability to work within a span of providing solutions across the technology stack without focusing on one infrastructure domain.

• Open office culture, ability to work from anywhere and an environment which respects work-life balance.

• Room to experiment and develop innovations that benefits the organization.

• An opportunity to work with Michelin group and zone teams internationally.

We are looking for motivated individuals with the below requirements to join our team:

• Self-motivated, committed and with good leadership skills.

• Thorough knowledge on end user computing equipment and trends (computers, mobile devices, printers, scanners, etc.)

• Microsoft Windows OS

• Active Directory

• Process oriented

• Good understanding about Contact Centre and tools

• Strong customer service skills and practices

• Strong understanding of ITIL processes and more specifically Service Operation processes

• Technical culture in software development and infrastructure/operations

·         Experience in a similar role would be an added advantage

·         Experience in a manufacturing environment

·         Experience in Lean/agile management principals

• Excellent English communication skills

• Collaboration mindset with business and different IT counterparts in the group

EXTERNAL CANDIDATE PROFILE

• Bachelor's in Computer Science, MIS, or related field; Master's is a plus.
• 7-10 years of relevant work experience in a manufacturing organization.
• Proficient in end user computing equipment (computers, mobile devices, printers, scanners), Microsoft Windows OS, Active Directory, and contact center tools.
• Strong customer service, ITIL processes (especially Service Operation), leadership, and collaboration.
• Self-motivated, committed, with excellent English communication skills and a technical background in software development and infrastructure/operations.