- Lead end-to-end transitions for large service desk operations, ensuring efficient change management and knowledge transfer.
- Develop and present transformation proposals tailored to client needs and business objectives.
- Front-end customer engagements, acting as the primary point of contact for solution demonstrations and requirements gathering.
- Serve as Pre-sales Solutions Lead, collaborating with sales and technical teams to craft winning proposals and solution strategies.
- Oversee daily service desk operations, ensuring high standards for voice and chat support, incident resolution, and customer satisfaction.
- Maintain compliance with security controls and regulatory requirements, including Identity and Access Management (IAM).
- Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service capabilities.
- Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide.
Required Skills
- Proven leadership in service desk transitions and operations.
- Solid expertise in voice and chat support environments.
- In-depth knowledge of ITSM tools and processes.
- Exposure to GenAI platforms and automation solutions.
- Experience implementing and monitoring security controls, including IAM.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- ITIL certification or equivalent process expertise.
- Experience supporting large, enterprise environments.
- Advanced understanding of IAM and security frameworks.
- Background in automation and self-service enablement.
- Track record in handling global support operations.