Market Field Service Manager

o 15-20 years of Field service management. Preferably in managing food and drink processing conglomerate corporation accounts. o Experience in handling customers in Weekly/Daily/Monthly/Quarterly Review meetings o Sound knowledge of process adherence and management o Experience in managing Field Support tools, Build management, Server room support, EUC and User Service management functions. o Making sure that anti-virus updates and patches are applied effectively and promptly o Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Service Management o Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service o Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary o Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews o Taking accountability for service delivery performance, meeting customer expectations, and driving future demand o Capable of converting DSAT into CSAT o Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades o Providing accurate and regular reports to the management Meeting Support o Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems o Educating departmental staff on the effective use of conference room technology Other Key Skills o Proficiency in leading both physical and virtual teams o Experience in dealing with third-party-provided services

o Operational ability in a diverse, large-scale environment o Exceptional customer-facing skills o In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery o Capacity to train and guide junior team members o Ability to manage and prioritize tasks efficiently o Readiness to demonstrate a proactive attitude o Excellent verbal and written communication skills Skills and Qualifications o Bachelor’s degree in business administration or related field o Exceptional leadership, time management, facilitation, and organizational skills Preferred Qualifications o Master’s degree in business administration or related field

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-02114