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Key Responsibilities:
- Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations.
- Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality, and compliance.
- Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams.
Qualifications:
- Bachelor's degree or equivalent work experience.
- 5+ years of ServiceDesk management experience for a global organization.
- 5+ years of ServiceNow platform experience (specifically ITSM/ITAM).
About the Role:
- Champion end-user and customer experience by addressing service concerns and managing VIP escalations.
- Identify operational bottlenecks and implement process improvements to enhance service efficiency.
- Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams.
A.C.Coy
A.C.Coy is an information technology services company that provides staffing and managed solutions. The organization focuses on operational excellence and client service delivery.