Amazon Sr Manager OTS SD APAC Service Desk 

India, Karnataka, Bengaluru 

362934898

About The Role:
As the APAC leader, you'll be responsible for establishing operational excellence through industry best practices, including ITIL framework implementation, while ensuring seamless integration with our global support structure. You'll drive the development of standardized processes, metrics, and quality frameworks that will become the blueprint for our worldwide operations.This role offers the exciting challenge of balancing regional autonomy with global standardization, requiring strong cultural awareness and the ability to influence across multiple organizational layers and geographies.Key job responsibilities
- Establish and scale Service Desk operations across APAC, with initial focus on India and Japan
- Design and implement ITIL-aligned processes and operational frameworks- Drive operational excellence through metrics, process improvements, and automation- Develop and implement self-service solutions to enhance user experience
- Create and execute talent development strategies specific to APAC region in line with the global policies but recognizing the unique needs of the region

- 10+ years of IT / Customer Service operations experience with 5+ years in leadership roles
- Track record of leading large-scale IT service management or customer service like operations
- Strong data analysis and business insight capabilities
- Excellence in stakeholder management at executive levels
- Bachelor's degree in Computer Science, Engineering or related field

- Experience with ITIL framework and IT service management best practices
- Experience with organizational design
- Written and verbal communication skills for effective executive communication