Operations Manager - Assistant Vice President -Workplace Technology - IT
Hong KongOperations
About the role
FinEx AI summary
Oversees vendor-delivered helpdesk and desktop support, defining SLAs and KPIs and running service reviews to ensure accountability and quality. Manages incident, problem, and escalation practices and maintains ITSM records and dashboards, preferably in ServiceNow. Uses ticket data and satisfaction feedback to drive root-cause fixes and service improvements.
Core skills
Vendor GovernanceService Level Agreements (SLAs)KPI ReportingIT Service Management (ITSM)ServiceNowIncident Management
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