Regional Service Desk Manager - APAC (Mid-Senior Level)

The role will ensure the smooth running and operation of the IT service desk and second‑line team for the APAC region. The role will plan, coordinate, manage and optimise IT service desk and second‑line activities, ensuring SLAs and KPIs are met. Customer service will be a priority, with the team acting as the voice and face of the IT department to the rest of the business. Additionally, the role will work closely with the Global Service Delivery Manager to define, implement and uphold IT policies, procedures and best practices, while being exposed to new technologies and collaborating with global teams across the organisation.

RESPONSIBILITIES

• Work with and support the Global Service Delivery Manager to ensure highest levels of service performance, consistency and quality across ERM’s global Service Desk and second‑line team.
• Collaborate with the Service Delivery Manager and Head of IT Operations to provide optimal service for the APAC region. <...