KERING Regional Service Manager
Kering - Regular
Hong Kong SAR - Hong Kong SAR
This position is based in Hong Kong / Singapore with primary responsibility to provide support to Kering Group and it houses; ensure quality service delivery, support and ensure the function meets service level obligation. He/she is also responsible for Kering Tech service governance and APAC Regional Helpdesk.
How you will contribute
Manage Regional Helpdesk Desk operations to ensure service delivery with defined process, facilitate service review meeting, consolidate reports for management review, enforce improvement plan for helpdesk services.
Maintain operations to meet industry standards and best practices for service management.
Communicate service interruption notifications and ensure correct focus and priority is given to major incidents (P1/P2).
Manage budget for Regional Helpdesk activities, track all spending and manage recharge to local countries and brands
Maintain service and operational level agreement to support incidents, services and change request from end users.
Ensure conformance to committed service levels
Act as an escalation point for all requests and incidents, as well as for addressing service quality issues related to the service providers / business partners..
Deep understanding of Service Catalog, knowledgebase and associated SLAs in order to manage business partners deliver required services.
Manage helpdesk resources, complete performance appraisals, provide professional guidance coordinate recruitment, training, development and attendance to ensure proper and sufficient workforces to cover the defined services.
Proactively build positive business relationships with service owners, local, regional and global Kering Tech teams, business partners and agents to ensure clear and effective communication to all parties.
Takes initiative to pursue collaboration with Kering Tech teams and Major Incident Manager to improve organizational performance.
Who you are
Bachelor’s degree in relevant field of study or equivalent.
10+ years of Information Technology experience with 5+ years solid experience in managing a sizable Regional IT Helpdesk.
Solid experience in developing and documenting processes, and procedures; particularly in a SLA driven environment.
Proficiency with the Microsoft Office 365 Suite.
Familiar with ServiceNow (ITSM, ITAM and ITBM).
Good knowledge with Call Center Management tools.
Ability to effectively prioritize in a fast paced, frequently changing environment while remaining detailed and organized.
Demonstrated analytical, organizational, problem solving, and creative thinking skills.
Strong analytical and ITSM reporting skills with prior experience
Proven experience on driving continuous improvement in service levels and quality.
Ability to work well under pressure while consistently meeting time sensitive deadlines.
Ability to set high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals.
Good interpersonal skills with a service and solution orientated approach.
Fluent verbal and written skills in English and Mandarin, with the proven ability to produce written reports and presentations to senior management.
Knowledge of other Asian languages, such as Korean and Japanese is definitely an advantage.
Solid experience with ITIL processes with a minimum of an ITIL Foundations Certification, ITIL Intermediate is preferred.
Regular travel is required.
- Full time
- Hong Kong SAR