At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE. JOB SUMMARY: This role is responsible for coordinating the daily work, as well as direct hands-on responsibilities of IT Service Management for the Client Support team. This role must work across various IT teams, IT operations and IT Product Owners to ensure IT services are delivered with quality and efficiency within SLAs. This role would help manage and measure SLA’s. Additionally, this role will help manage the implementation and on-going optimization of a Service Management platform, leading the local service desk process, and in implementing and optimizing ITIL processes across the enterprise. ESSENTIAL DUTIES & RESPONSIBILITIES: Develops and maintains portfolio of IT Service Management policies and operating procedures across the Clients Support Team Train new staff, assist with performance reviews, and provide leadership and coaching, including technical and personal development for team members Provides day-to-day leadership and guidance in resolving complex technical operational situations for regional and remote client team members in APAC Provides feedback and development opportunities for staff Ensures the IT department is right sized with experienced, motivated, and highly technical employees Works with the Managers of IT on establishing processes and policies to build a high-performing organization Focused on delivering exceptional services across Polaris enterprise Strong customer service focus, excellent communication and presentation skills Lead with a continuous improvement mentality, and provide metrics to show the realization Oversees the creations of reportable metrics that are used to validate SLA's and OLA's. Also searches for trends in data that could indicate the need for process engineering or process improvement Prioritizes requests and activities and develop schedules and work plans for projects/initiatives Collaborate with cross-functional/department teams Communicates relevant IT-related information to senior leadership and peers Identify gaps in process and procedures to improve operational efficiency Delivers actions and initiatives associated with control and compliance objectives Implements solutions to prevent, detect, and remediate information security risks Leads remediation to accidental or intentional destruction, disclosure, interruption, or breach of information Monitor team workloads, ticket queues and distribute Familiar with the following technologies: Intune, VDI (or different virtual platform), Cisco Perform Hardware refresh, IT Hardware Vendor management and actively participate in Procurement process and E-Waste management SKILLS, KNOWLEDGE & EDUCATION: Basic Qualifications Bachelor’s degree in Business or Information Management or equivalent experience required Overall 10+ years of IT experience and At least 3 - 4 years of people management experience (preferably managing international team members) in supervisory/Team lead role Experience in managing international clients in shared and dedicated projects Leadership & Team Management Strong analytical skills Stake holder management, conflict management and people development skills Customer-first attitude with a continuous improvement and service improvement mindset Ability to deal collaboratively, diplomatically, and successfully with customers, co-workers and other professional colleagues, managers, and staff Ability to work effectively in a team environment, as well as work independently with limited supervision Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, management, and business personnel Excellent problem-solving skills while providing first class customer service Proficiency in Asset Management (HAM & SAM) Demonstrated experience in many areas of infrastructure (incl. Thermal transfer printing and scanning devices) Preferred Skills/Experience International business experience Breadth of industry and sector experiences manufacturing, retail, etc. Exposure to Office and Manufacturing Plant support environment (In Person) preferred ITIL certified. Exposure to ITIL best practices in incident, problem, and change management processes Good financial orientation on the business (seeking the best value/price ratio solutions) Proficiency in ServiceNow and exposure to Jira WORKING CONDITIONS: Manual and physical dexterity required Must be able to lift 40 + pound equipment Office, Warehouse and manufacturing environment Occasional Business travel may be required We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today! About Polaris India As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. Polaris India Private Limited is one of the Polaris group subsidiary companies incorporated on 18th Feb 2011. We launched our flagship products including All-Terrain Vehicles (ATVs), Polaris RANGER: RZR® side - by - side and Snowmobiles in India in August 2011. Through our selected product range, we are creating a whole new culture of Off-Road adventure in India. Polaris India has a strong network of 10 dealerships and state of the art Polaris Experience Zones (Off-Road Tracks) to take the off-road riding culture way ahead. We are committed to creating a dynamic work environment where talent thrives, and bold ideas come to life. Join Polaris India, where passion meets innovation! We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. How We Hire Polaris India Private Limited is committed to a policy of equal employment opportunity and does not discriminate in the terms, conditions, or privileges of employment on account of race, age, color, sex, national origin, physical or mental disability, or religion or otherwise as may be prohibited by law.
