Service Manager Regional Neo Desk Asia, Jpac And China

Service Manager Regional Neo Desk Asia, Jpac And China


Service Manager Regional Neo Desk Asia, Jpac And China

Details of the offer

Mission Statements

Service Management Omni Channel NEO Desk (As Team)
Build next generation service desk for the digital era
Deliver informative and supportive ITS services on first point of contact for all Sanofi workers
Lead user empowerment in Sanofi through digital transformation journey (Chatbot, mobile app, portal, auto-healing and self-service culture, etc.)

Service Management Regional NEO Desk APAC (As this position)
Ensure the delivery of global service desk service to APAC region with our NEO by ITS partner TCS

Act as SPOC for APAC regional service delivery teams to improve global service desk service quality in the region

Duties & Responsibilities
Accountable for day-to-day service delivery of global service desk in the APAC region
Act as primary point of contact to service recipients for escalation purpose in the relevant geographical scope and in coordination with other regions
Ensure consistency of global services across regions and business functions
Manage delivery of service desk services provided by global and local service partners
Monitor the service recipient's satisfaction
Publish return of experience reports to service owner for enhancement and improvement purpose
Identify and propose service improvements opportunities aligned with service owner
Advise service recipients on best practices to maximize the benefit of the existing service
Ensure the set up and monitoring of the operational activity according to agreements with the service recipients and governance representatives
Report on service delivery performances; raise alerts when KPIs are not met
Monitor, analyze and keep ticket pipeline at the agreed level
Key contributor of continuous improvement activities in case of SLA breach
Coordinate contributors' activities involved in service delivery
Ensure integration and implementation of service evolutions and enhancements
Contribute on service contract setup and reviews according to with service owner guidance
Provide tangible inputs to design and improve the Financial Model of the Service
Feed and contribute to the Service Line review
Ensure the right configuration and settings of ITSM tools
Responsible for security and regulatory compliance related to service desk

Parameters for Success - Key Metrics
KPI's for ITS performance follow-up
Service levels
Customer surveys

Parameters for Success - Organizational Parameters
Strong cooperation service owners and regional delivery teams
Critical opinion on service level
Critical opinion on business requirements

Knowledge, Skills & Competencies / Language
ITIL and Service Management skills
Service Desk operational knowledge
Service provider management skills
International work skills (across APAC)
Transversal communication skills
Fluent in English

Bachelor's degree or equivalent required
10 year experience in IT and 5 year experience in service delivery

Requirements of the job
This position requires knowledgeable for APAC country service delivery dependencies and uniqueness
This position requires the incumbent to be available for covering APAC time zones with work flexibility

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

Source: Neuvoo3_Ppc



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