Lead Service Manager

Role & responsibilities

• Regional Ownership

  : Act as the SPOC for all infra/workplace-related topics, working closely with Regional Workplace Leads to ensure alignment with regional business needs and compliance requirements.

• Cross-Product Delivery

  : Ensure consistent service quality across various infra/workplace product areas.

• Operational Excellence & Support

  : Monitor workplace service performance and collaborate with local teams, product teams, or beyond to resolve issues, enhance user experience, and optimize service availability.

• Continuous Improvement & Innovation

  : Drive the enhancement of workplace technologies, improve user experience, and increase efficiency through automation

• Workplace Transformation

  : Lead workplace transformation initiatives, such as the AVC Cloud project, for the assigned region.

• Inventory Management

  : Oversee workplace-related inventory management within the region.

• Escalation Management

  : Handle escalations related to infra/workplace services within the region, ensuring timely resolution

• GSS-Agnostic Collaboration

  : Engage with other IF&IS services on workplace-related topics, such as AGN Wi-Fi, to ensure seamless integration and functionality.

• Financial Review

  : Maintain a full understanding of all global services offered to the region, review monthly charges, and investigate any unknown charges.

• Cost Optimization

  : Proactively identify cost optimization and savings opportunities by analyzing service delivery processes and implementing efficient practices.

• Incident and Complaint Review

  : Conduct detailed reviews of incidents to identify recurring problems; review customer complaints and escalations to proactively improve the service experience.

• Administrative & Compliance Requirements

  :
• Ensure all activities comply with regional and organizational compliance standards.
• Maintain alignment with global blueprints and organizational policies.
• Adhere to security, compliance, and risk management protocols.

Preferred candidate profile

• Knowledge of workplace technologies and infrastructure management.
• Familiarity with automation tools and techniques for enhancing efficiency.
• Understanding of inventory management and escalation processes.
• Experience with integration and functionality of IF&IS services.
• Strong leadership and communication skills.
• Ability to manage regional business needs and compliance requirements.
• Proficiency in service quality management and operational excellence.
• Experience in driving workplace transformation initiatives.
• Financial acumen to review and understand service charges and identify savings opportunities.
• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 3-5 years of experience in workplace or infrastructure service management.
• Experience in regional management and collaboration with cross-functional teams.
• Proven track record in driving continuous improvement and innovation in workplace technologies.