Regional Service Desk Manager

Regional Service Desk Manager

The Regional Service Desk Manager is responsible for oversight of all regional Colleague Services in Poland/India/US, in support of the Global Colleague Services function. The Regional Service Desk operation is part of the 24x7 Global Service Desk (GSD) operation which is a follow the sun model across three Service Desk centers in: India, Poland, and the United States (Scottsdale, AZ). GSD is the single point of contact for all colleagues facing IT requests and incidents with a focus on delivering an outstanding colleague experience.

Essential Responsibilities Include:

• Drive and promote a culture of outstanding service while delivering excellent colleague experience across all areas of IT engagement.
• Manage local Service Desk team, providing regional hours of coverage on a 24x7x365 basis, as part of a broader, global service organization.
• Provide operational day-to-day management of team members.
• Provide overall leadership to the Global Service Desk team with a focus on increased collaboration amongst the regional teams.
• Collaborate with all three regional service desks with a goal of operating in harmony as one with common and consistent processes and procedures.
• Identify areas where standards and work products differ by time of day, location, region, or country.
• Act as a local service liaison, providing support to the Eurasia Service Management Lead to make sure the delivery of a highly effective and efficient service to the Poland ESS business teams.
• Focus on building a robust and effective Service Desk team, retaining high-performers and determining appropriate development opportunities.
• Make sure service level achievement and quality levels are maintained or exceeded.
• Accountable for the image of IT within the assigned region.
• Identify continuous improvement opportunities to increase effectiveness of service teams and improve employee productivity.
• Identify and implement "shift left" opportunities (i.e., moving tasks from high cost to low-cost resources).
• Focus on employee satisfaction and retention within the team.
• Coach and develop Team Leads to make sure global collaboration with all teams.
• Actively taking part in the design of the support model, training, documentation and recruitment in relation to the transition of new services into the Service Desk.
• Make sure new services are transitioned smoothly and play an active role in the sign-off for service acceptance and warranty.
• Manage the performance of services through metrics and reporting for distribution to internal and external audiences.
• Manage and review weekly and monthly status reports/dashboards and analyze metrics in order to take appropriate action.
• Make sure the Knowledge Base is used consistently across the team and that knowledge is checked, approved and maintained on an ongoing basis.
• Make sure global consistency of services, identifying areas where standards and work products differ by time of day, location, region, or country.
• Support the team through any appropriate means to meet Service Level Targets. This includes provision of management information, knowledge sharing, communication, escalation and coordination of cross-team meetings to resolve issues.
• Make sure adherence to defined policies/procedures.
• Engage in formal and informal knowledge transfer.
• Conduct analysis to identify improvements, including workflow and cost comparison analysis.

You Will Bring:

• Previous management experience in a call center/help desk/service desk/desktop support environment.
• Experience in a global position with direct interactions with multiple geographies and cultures is a definite plus.
• Experience in streamlining complex global colleague-facing IT processes and services.
• Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.
• Robust verbal and written communication skills across teams and levels of organization with the ability to build outstanding relationships with key stakeholders, and clearly articulate plans and expected results and benefits.
• Demonstrated knowledge and experience with process improvement, including planning, implementation, measurements, and customer satisfaction.
• Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and self-supported judgment are expected.
• Ability to take (complex) data and transform it into information that is digestible for colleagues and management teams.
• Vendor management capabilities to drive efficient and streamlined colleague services across a multi-tenant IT environment.
• Self-starter with the ability to work self-directed under minimal and remote supervision.
• Keen organizational skills with an outstanding sense of urgency and the capacity to prioritize without formal directives.
• Ability to work in a fast paced, high pressure work environment.
• Robust ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must.
• International travel may be required on a periodic basis (1-3 times/year)
• Bachelor's degree or relevant experience required.
• ITIL Foundations Certification a plus.

Working Relationships:

• Ability to build effective working relationships (both internally and externally), establishing credibility amongst a wide and demanding client group
• Be recognized as the SME for Service Desk services across the Company.
• Experienced in working with strategic sourcing partners.
• Make sure role and function is represented with suitable authority.

Success Metrics:

• Establish and maintain excellent relationships across all areas of the business based on Customer Survey results and performance feedback.
• Accountability for overall performance of the team and be able to articulate the performance through the use of metrics and measurements.
• Make sure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA's and results of colleague feedback.

About Us

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it. How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty. With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

What We Offer

Inclusion: AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe. Robust support for Flexible Working Arrangements Enhanced family-friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards: AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do. We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability: At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations. Our Pillars: Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We're committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans. Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing