Global Service Desk Lead & APJ Contractual Operation Manager

HP
Bengaluru
Full timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Communication","Negotiation","Problem-solving","Cross-functional influencing"]

Lead APJ service desk and remote support operations, managing incident management and service performance for Print and Personal Systems managed services. Define and deploy global service desk strategy across Bangalore and Dalian delivery centers, driving operational efficiency through AI-enabled help desk improvements. Hire, develop, and coach service teams, manage customer escalations, and deliver budget and operational targets aligned to contracts. Partner across service delivery functions and global CoE to standardize practices and shape best-in-class service capabilities.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
HP
HP
1 week ago

Global Service Desk Lead & APJ Contractual Operation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead APJ service desk and remote support operations, managing incident management and service performance for Print and Personal Systems managed services. Define and deploy global service desk strategy across Bangalore and Dalian delivery centers, driving operational efficiency through AI-enabled help desk improvements. Hire, develop, and coach service teams, manage customer escalations, and deliver budget and operational targets aligned to contracts. Partner across service delivery functions and global CoE to standardize practices and shape best-in-class service capabilities.
Location: Bengaluru
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage remote support services (incident management) for APJ across Print (MPS) and PS (MDS).
  • •Collaborate with Service BU to define and deploy global service desk strategy across delivery centers.
  • •Transform service desk operations by leveraging AI solutions to improve efficiency and customer value.
  • •Hire, develop, and lead a team of service agents and experts, providing direction and removing barriers.
  • •Manage customer escalations and drive operational and process improvements, partnering across Theatres and global CoE.

Key Requirements

  • •Proven IT service delivery knowledge aligned with the ITIL framework.
  • •Strong people management skills, including hiring, coaching, and developing service agents and experts.
  • •Solid business management and financial expertise to meet budget and operational targets.
  • •Demonstrated expertise in applying Artificial Intelligence to help desk operations, including LLM and knowledge base concepts.
  • •Strong leadership and cross-functional communication skills, including ability to drive change at executive level.
Experience:IT service deliveryCustomer supportManaged servicesHelp deskGlobal service operations
Skills:LeadershipCommunicationNegotiationProblem-solvingCross-functional influencing
Tech Stack:ITILArtificial IntelligenceLLMKnowledge BaseAI solutions

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn