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Global Service Desk Lead & APJ Contractual Operation Manager - HP
Software Engineer
Lead global service desk operations and manage APJ contractual support, driving high‑quality remote assistance, incident resolution, and SLA compliance across diverse regions.
About the role
Key Responsibilities
- Oversee the worldwide service desk, ensuring efficient incident handling, problem resolution, and customer satisfaction across all APJ regions.
- Lead and mentor a distributed team of remote support specialists, fostering a culture of continuous improvement and professional development.
- Develop and maintain operational processes, SOPs, and performance metrics aligned with ITIL best practices and SLA targets.
- Collaborate with cross‑functional teams (hardware, solutions, channel support) to deliver integrated customer experiences.
- Manage contractual obligations, vendor relationships, and budgetary controls for APJ operations.
- Drive sustainability initiatives and diversity, equity, and inclusion efforts within the support organization.
Requirements
- 10+ years of experience in global service desk or technical support leadership.
- Strong knowledge of ITIL framework, incident/issue management, and SLA reporting.
- Proven ability to manage multi‑region teams and contractual agreements.
- Excellent communication, stakeholder management, and problem‑solving skills.
- Experience with remote support tools, ticketing systems, and performance analytics.
Skills
itilproject management