IT Operations Excellence Manager

2 days ago

Hyderabad City Taluka, Pakistan beBeeDigitalTransformation Full time

We are a global team united by our relentless pursuit of a cleaner, healthier world. Our purpose defines why we exist: to protect, heal and nurture.

Our mission is to improve access to the highest quality hygiene, wellness, and nourishment for all.

About Information Technology & Digital

In this field, you'll be a force for good, championing cyber security, defining how technology improves business, or working with data to guide innovation.

Your Role

You will own projects and processes from start to finish, with influence and visibility to achieve results. If you're willing to bring your ideas, you'll get support and investment.

About the Job

We're looking for an IT Manager, responsible for Global Service Desk and End User Services to join our Digital Employee Experience team. This role involves overseeing service desk implementation, driving continuous improvement, and ensuring alignment with our objectives.

Responsibilities

Integrated Service Desk: Manage daily operations, develop policies, ensure customer satisfaction, and handle escalated issues for continuous improvement.

Knowledge Management: Develop and implement strategies to map key areas, promote knowledge sharing, conduct training, and measure effectiveness.

Access Management: Manage user access provisioning and compliance, conduct risk assessments and incident management, provide training and maintain systems, and generate reports while collaborating with stakeholders.

Service Management: Develop and enhance reporting, continually improve service processes, and provide statistical evidence of SLA and KPI improvements.

End-user Communication: Continuously review and enhance communication strategies and escalation procedures to ensure effective end-user engagement and alignment with business requirements.

People Management: Set clear behavioural standards, lead by example with motivation, delegate tasks effectively, monitor work quality, recruit local resources, and manage staff according to HR policies.

Controls and Compliance: Regularly conduct self-audits of all service account team processes, procedures, and policies, and review all documentation to ensure quality, consistency, and validity.

The Experience We're Looking For

We're looking for someone with over 10+ years of overall experience, 5+ years in Information Technology management position.

Exceptional customer relationship management skills

Ability to manage multiple tasks and markets and prioritise and communicate effectively

Ability to effectively interact with all internal stakeholders involved in providing service to the customers, as well as customers at all levels in the organization.

Ability to develop and implement process improvements, hereby cooperating with all organisations involved in providing service to the customers.

The Skills for Success

We're looking for someone with Product Development, system development, Project Management, Programme Management, Design Thinking, Process Automisation, IT Service Management, Innovation Processes, Innovation, User Experience Design, Change Analyst, Change Management, Digital Transformation, Value Analysis, Change Management, Adoption, Technology Adoption Lifecycle, Stakeholder Relationship Management, Vendor Management, Outstanding Communication, stakeholder engagement, Digital Strategy, Product Solution Architecture, Cyber Security Strategy, Cyber Security, Data Privacy, Portfolio Management, Data Governance, Product Compliance, Media Analytics, advertising, Consumer Engagement, Market Value, Market Chain, Data Driven Practices, Advanced Analytics, Data Analytics, Governance.

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