Service desk & Managed service operation Transformation Lead
Core
Lead transformation of global Service Desk operations and Managed Service Delivery for HP's Print and Personal System portfolios across the APJ region, leveraging AI to drive efficiency and customer value.
Role type
Senior transformation lead / Operations Manager
Builds
Global Service Desk strategy and AI-enabled remote support services for HP customers
Domain
IT Service Management (ITIL) and Managed Services
Deliverable
production ML models
Required skills
ITIL framework expertise, AI/LLM application in help desk, strategic planning, financial management, organizational design, team leadership, cross-functional negotiation
Preferred skills
Thought leadership in service delivery, executive-level influence, change management
Technologies
LLM, Knowledge Base
Responsibilities
Manage Remote Support Services (Incident Management) for APJ Theatre; Collaborate with Service BU to define and deploy Global Service Desk strategy; Transform existing Service Desk operation by leveraging AI solutions; Hire and develop team of service agents and experts; Meet budget and operational targets; Manage customer escalations and drive process improvements; Collaborate across EMEA, APJ theatres and global Center of Excellence.
Seniority
Senior, hands-on IC with management responsibilities
