Service Desk Lead APAC

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as a Service Desk Lead APAC, to have real impact and bring Forever Caring to life.
In this role, you'll play a key part in Service Desk, working alongside a dynamic team that values innovation, collaboration, and continuous growth.
Your key responsibilities will include:

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Oversee and manage the rota of Service Desk Technicians in your assigned region (EUROPE, AMEA, or AMERICAS) to ensure coverage and efficiency.

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Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization.

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Establish and manage a robust backup system to cover team members' annual and sickness leaves, ensuring minimal disruption to service desk operations.

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Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.

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Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting.

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Take the lead in managing P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution.

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Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration.

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Lead and mentor a global team of IT service desk professionals, providing guidance and support to ensure exceptional service delivery.

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Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities.

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Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth.

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Collaborate with the CBS IT Support & Experience Lead and ITSM Global Manager to identify and develop improved ways of working, contributing to enhanced service quality.

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Create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users.

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Collaborate with regional and global stakeholders to understand IT support needs and priorities.

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Develop and implement IT service desk policies, procedures, and best practices.

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Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.

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Act as a point of escalation for complex technical issues and customer concerns.

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Coordinate with other IT teams to ensure timely resolution of incidents and service requests.

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Provide training and development opportunities for team members to enhance their technical skills and customer service capabilities.

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Ensure compliance with IT security policies and data protection regulations.

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Prepare and present regular reports on service desk performance to senior management.

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Foster a culture of continuous improvement within the team.

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Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices.

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Lead a team of Coordinators responsible for supporting Convatec 's processes connected to major incidents worldwide.

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Be part of an on-call rota for weekend support

To be successful you will:

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Technical Experience: A minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes.

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ServiceNow Proficiency: Expertise in the use of the ServiceNow ticketing system and incident management.

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Leadership Skills: Proven leadership abilities with a background in managing teams, providing guidance, and mentorship.

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Global Service Desk Experience: Previous experience in a global Service Desk environment is a plus.

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Bach