Executive - Business Services

Role overview

Service desk operations

• Oversee vendor portal service desk operations and collaborate with teams to improve portal functionality and user experience.
• Provide technical and functional help through phone, email, and chat; resolve Level 1 queries and escalate complex issues.
• Track issues through final resolution and document support interactions accurately in the ticketing system.
• Monitor service desk and call centre queues to ensure timely handling of requests.
• Maintain professional, clear, and courteous customer service.

Business services and improvement

• Manage and present business services portfolio views through IT Boards.
• Coordinate optimization with centers of excellence and vendors, meeting SLAs and cost, schedule, and scope targets.
• Support project implementation, budget management, and stakeholder engagement.
• Develop application management processes and efficient procedures with relevant teams.
• Improve incident, service desk, call centre, and service request processes; update support procedures and knowledge articles.
• Track KPIs, assess risks, and manage budgets and resources to support operational stability and cost-effectiveness.
• Ensure business services operations follow internal policies, regulations, and industry standards.
• Train and guide vendors and team members.

Relationships and service quality

• Maintain relationships with external partners, project managers, and stakeholders.
• Address vendor service issues and support requests to maintain satisfaction and effective service delivery.
• Measure the impact of process improvements using KPIs and adjust initiatives as needed.

Qualifications and experience

• Bachelor’s degree in business administration, Computer Science, Information Technology, or a related field.
• 2–3 years of business services or service desk management experience, focused on Microsoft Dynamics and service desk management.
• Hands-on ManageEngine service desk experience, including ticketing, incident management, and service request fulfillment.
• Excellent written and verbal English communication and the ability to explain technical matters to non-technical audiences.
• Experience in IT project management, quality assurance, implementation, and support.
• Proficiency in Microsoft Office and PowerApps; Microsoft Dynamics 365 and ManageEngine experience are desirable.
• Advanced degrees and relevant certifications are a plus; certifications are optional.

Knowledge and tools

• Service desk management, ticketing, incident management, service requests, and Level 1 technical and functional support.
• Microsoft Dynamics 365, ManageEngine, Microsoft Office, PowerApps, SLAs, KPIs, and process improvement.
• Collaboration, stakeholder communication, vendor management, and general applications knowledge.