The Regional IT Service Delivery Manager role is to:

• Manage a Regional IT Servicedesk team with a customer-centric support approach across multiple locations, focused on service availability and performance.
• Provide overall technical and managerial leadership to the Regional Servicedesk team members.
• Management of customer expectations and the setting of organizational standard for customer service.
• Responsible for identifying and pursuing IT service management and improvement framework.
• Committed to regular quality improvements through employee satisfaction surveys.
• Responsible for managing the daily operations of the Regional IT Servicedesk team.

Responsibilities

• Oversee all the users requests and incidents tickets. Act as escalation point for all requests and incidents. Constant improvement in escalation processes coupled with an efficient follow-up methodology.
• Point of coordination for the region's ITSM platform.
• Measure and monitors performance of SLAs and OLAs for Management Reporting.
• Responsible for IT Asset management (Hardware and software).
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train and mentor IT Servicedesk teams.
• To build the Regional IT Servicedesk to provide central IT EUC support for the regions
• Manage the communication process for outage/emergency activities to the impacted region.
• Provide infrastructure support for existing and new tools.
• Ensuring that all processes used by the IT service desk are thoroughly documented, consistently reviewed, and regularly improved.
• Promoting the IT service desk with the management team and working towards the goal to be viewed as a core business asset.
• In-charge of the coordination for all remote meetings (e.g townhall, budget meetings, board meetings, etc).

Job Requirements

• Degree in computer science, engineering, or relevant field.
• 5+ years' experience in managing Regional IT Servicedesk or equivalent
• Knowledge in IT Service Management framework with relevant qualifications such as ITIL
• Certification in Microsoft, Cisco, etc will be a plus.
• Proven experience in vendor management and outsource IT services.
• Strong Hands-on skills on End User computing systems (hardware/software etc)
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of best practices for service management.
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Excellent written and oral communications skills.
• Regular travels may be required.

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"