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Niche ITSM/service-desk management and senior focus reduces applicant competition.
Service-desk and ITSM skills transfer across industries but require SLA/process-specific knowledge.
Explicit five-year minimum and mandatory service-desk/ITSM experience impose moderate filtering.
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Manage the transition of the Service Desk between different outsourcing service providers to ensure business continuity.
Govern and oversee outsourced Service Desk operations, ensuring compliance with service levels, performance targets, and contractual obligations while delivering global support.
Drive continuous improvement of IT operations by monitoring performance metrics, implementing automation, AI-enabled solutions, and enhancing ITSM tools aligned with ITIL best practices.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Software Engineering, or related field.
Minimum 5 years of experience managing Service Desk and IT Service Management.
Experience leading Service Desk transitions for multinational corporations or global IT service vendors.
Deep understanding of Service Desk operations and IT Service Management frameworks.
Experienced in managing global or multinational IT Service Desk operations with a focus on vendor transition and governance.
Strong ability to implement and enforce ITSM processes based on ITIL best practices within a complex organizational environment.
Skilled in leveraging automation and AI to improve efficiency and service quality in IT operations.