Information Technology Service Delivery Manager - #1099044

As a Service Delivery Manager for APJ, you will be required to assist our clients in variety of their concerns to support and resolve issues effectively.

Responsibilities:

• As ITSM Manager this associate will support Global Product Owner by managing below key responsibilities:

• Collaborate with ITSM Global Process Managers.

• Support SPOCs in their priority: e.g., adopt one CAB policy for all Tier 1 apps & Tier 2 apps

• Converge Operational Changes & DevOps Changes in terms of processes and in ServiceNow

• Collaborate with ServiceNow Team to activate relevant features of ServiceNow eg: Change Mgt -> blackout windows, CAB Workbench…

• Conduct potential training within ITSM Community

• Simplify ITSM Dashboards in collaboration with GPM & dev. & support on GCP move

• Analyze existing processes, identify the gaps with future processes

• Support ITSM LTIM x journey recommendations on INC/PB/SR

• Besides, as the candidate will work closely with global team, flexible working time is required.

Profile

• Minimum of 3 years of experience in an IT support or helpdesk role, preferably within a fast-paced, multinational environment.

• Strong technical knowledge in troubleshooting hardware, software, and network-related issues.

• Hands-on experience with IT support tools, remote desktop solutions, and ticketing systems.

• Excellent interpersonal and communication skills with the ability to explain technical solutions in a clear and user-friendly manner.

• Strong problem-solving mindset with the ability to work independently and collaboratively within a team.

• Familiarity with ITIL practices and service management frameworks is an advantage.