Service desk & Managed service operation Transformation Lead
HP Inc. (company site, opens in a new tab)BengaluruOn-siteDirect career pageEst. 20–35 LPA
Posted 10h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead Remote Support Services operations (Incident Management) for APJ region across Print and Personal Systems portfolios.
- Drive global Service Desk strategy and transformation by implementing AI solutions to improve efficiency and customer value.
- Manage and develop operation leaders and service agents across Bangalore and Dalian delivery centers, accountable for service performance and cost.
Minimum Requirements
- Experience managing IT service delivery aligned with ITIL framework.
- Knowledge of AI technologies relevant to Help Desk operations (e.g., LLM & Knowledge Base).
- Work Experience Required: Not explicitly mentioned in the JD.
- Must have leadership and business management skills, including financial expertise and strategic planning.
Ideal Candidate Profile
- Experienced in managing large-scale remote IT service operations within a multinational environment, ideally across APJ and multiple delivery centers.
- Skilled in driving cross-functional collaboration globally, including with Centers of Excellence and other regional Theatres.
- Proven capability in leading service transformation initiatives by leveraging AI and other innovative technologies.