Global Service Desk Lead & APJ Contractual Operation Manager
Core
Manage APJ contractual remote support operations and global service desk strategy for HP's Print and Personal System portfolios, leading teams across Bangalore and Dalian.
Role type
Senior IC operations manager (service desk & contractual operations)
Builds
Account-centric remote service delivery for managed services
Domain
IT Service Management (ITIL) & AI-enabled Help Desk
Required skills
ITIL framework expertise, AI/LLM application in help desk, people management, strategic planning, financial management, cross-functional leadership, operational transformation
Preferred skills
Thought leadership in service delivery, executive-level influence, organizational design
Technologies
LLM, Knowledge Base
Responsibilities
Manage Remote Support Services (Incident Management) for APJ Theatre, define and deploy Global Service Desk strategy, transform operations using AI solutions, hire and develop service agents, meet budget and operational targets, manage customer escalations, drive process improvements, collaborate with global CoE and other theatres, provide customer insights for service capabilities, lead and coach direct reports
Seniority
Senior, hands-on IC with strategic oversight
