Executive Summary:

• European company - employing over 8700 people worldwide with revenue over € 1.5 billion on a yearly basis.
• Newly created role due to expansion in managed services business
• Very competitive salary compensation and benefits – Long term career development

Major Responsibilities:

• Owns the overall service and day-to-day customer care in the provision of those services. Manage the production service providers to improve service performance where the delivered service is not meeting SLA or customer’s required levels.
• Act as point of contact to interface with multiple stakeholders including our Client, internal service teams, system vendors on regular basis
• Maintain and monitor the service level requirement and standard performed by the service providers, handle client’s requirement and issues management.
• Perform high level problem management and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks
• Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client

Key Requirement:

• Bachelor Degree in Information Technology or relevant discipline.
• Good command of spoken and written English.
• Minimum 5 years relevant experience in service delivery, IT service desk operation and critical support environment. Strong operational process management expertise in ITIL and or other operation frameworks
• Good interpersonal and communication skills with clients and colleagues (locally and overseas). A proactive self-starter with the ability to work as a team, independently and under pressure.
• Customer focused and strives for high quality service & continuous improvement

To apply, please send your CV in word to peter(a)endeavourasia.com or call 39561828 for a confidential discussion.