MSD Service Management MGR 

Kenya, Nairobi County, Nairobi 

272231724

Job Description

Primary activities/responsibilities

• Operates and implements end-user computing and support under IT infrastructure scope, collaborating with local and global product and service teams within the GEUS (Global End User Service) organization, and requiring collaboration with other IT cross-technical domain teams.

• Functions as an IT professional responsible for providing comprehensive IT end-user computing and support and service delivery, potentially across multiple locations. Accountable for technical support, incident and service request management, project management, and service delivery to ensure high-quality IT services and customer satisfaction.

• Act as a technical liaison, manage IT assets, oversee vendor services on the grounds that support the delivery of IT services to the business, ensuring compliance with quality and regulatory requirements and support business initiatives.

• Monitor end-user client IT computing infrastructure operation to ensure its availability and stability. Monitor service level and quality of local IT Solution Spot and seek improvement opportunities.

• Drive continuous improvement in service delivery and operation to achieve improved user experience. Optimize the work model and process for cost efficiency.

• Understand and represent customer needs, aligning also with the GEUS Value Team priorities and strategies. Implement and execute activities in line with company technical and quality standards and procedures with a focus on continuous improvement in customer satisfaction.

• Promote and market offerings from the GEUS Product Catalog and wider IT to current and potential customers through various activities, such as product roadshows, user training of new digital tools and capability, Self-service tools and instructional guides thereby contributing to customer awareness and productivity.

•Represent the GEUS Product Teams in collecting and translating customer feedback and market intel through organization, facilitation, or participation in feedback-gathering exercises.

• Manages spending and forecasts budget in regard to the operating expenses of IT end-user computing and support areas.

• Partner with Global Workplace Enterprise Services (GWES) in support of their network optimization activities - opening, closing and consolidation of offices and facilities.

• Create a culture of innovation and while focusing on Operational Excellence.

Education level:

• Education: MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience

Experience/Technical Skills:

• At least 10 years of relevant end user computing & end user support experience under MNC infrastructure environment, with 5+ years as a tech function leader in an Enterprise IT role

• English/Chinese fluency expected, with excellent written and verbal communications skills

• Excellent negotiation and presentation skills in both English/Chinese

• Strong understanding of the IT end user computing service and product catalogue and the roles & responsibilities attributed to IT departments wherein company operates

• Strong understanding and practical experience in client troubleshooting and driving resolution with working with across various IT domains, including network, IAM (Identity and Access Management), applications, security, and service hosting areas.

• Good knowledge of Agile principles and use in an Agile operation environment

• Demonstrates strategic thinking and creative problem solving in response to position IT as a key business partner for supporting the business

• Ability to work independently as self-directed, self-starting, and a strategy-to-execution leader

• Ability to develop human resources by analyzing gaps and capabilities, leadership potential, and providing objective, factual and timely feedback and coaching

• Sound knowledge with experience in operating and leading effectively in a matrix environment

• Acts as a service/product management accountable person to ensure accountability towards the business whilst providing holistic products and services

• Understand characteristics of the current IT environment, with a keen interest in identifying opportunities for improvement

• Solid experience with CAPEX / OPEX planning and budget monitoring

• Understanding of industry best practices & technical trending and the ability to drive implementation of the best practices across infrastructure environment.

Current Contingent Workers apply

No Travel Required

Not ApplicableNot Indicated

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