Eux Senior Manager

EUX Senior Manager
- 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.
- 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.

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