Responsibilities:
- Ensure high-quality IT service support for customer office and retail operations.
- Drive continuous improvement and optimisation of Regional Service Desk operations.
- Lead and oversee Regional Service Desk teams, in-country Service Delivery Managers and onsite engineers across APAC.
- Own Incident, Request and Escalation Management processes, ensuring SLA compliance and service excellence.
- Monitor service delivery, capacity, performance and process adherence across support operations.
- Analyse service metrics, identify trends and implement service improvement initiatives.
- Prepare management reports and provide actionable performance insights.
- Lead internal and vendor service reviews to drive operational excellence and continuous improvement.
- Perform other duties as assigned by Senior Management.
Requirements:
- Bachelor's degree in Information Technology or a related discipline.
- Proven people management experience, including at least 2 years leading teams of 20+ staff.
- Strong communication, presentation and stakeholder management skills.
- Experienced in IT service management with good knowledge of ITIL.
- Strong leadership, ownership and mentoring capabilities.
- Self-motivated, able to work under pressure and meet deadlines.
- Experience supporting regional customers is an advantage.
Please state your availability, current and expected salary in the resume.
We regret that only shortlisted candidates will be notified.
GMP Technologies (S)Pte Ltd | EA Licence: 11C3793 | Eddie Tang | Registration No: R1221129
