Job Purpose:
This role is responsible for leading and managing IT Service Management (ITSM), End User Services, Service Desk operations, L1/L2 business application support coordination, workplace technologies, and IT support services across Beyti Head Office, manufacturing plants, warehouses, and distribution sites.
Key Responsibilities:
IT Service Management & Operations
- Lead and manage IT Service Desk and End User Services operations across all Beyti locations.
- Ensure IT support services are delivered effectively while maintaining agreed SLAs, KPIs, and operational standards.
- Own and govern ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Knowledge Management
- Asset & Configuration Management
- Develop and maintain IT service catalogues and support models in collaboration with Infrastructure and Business Applications teams.
- Lead service transition activities from project implementation into operational support.
- Ensure operational compliance with IT policies, standards, governance frameworks, and audit requirements.
- Develop and enhance ITSM platforms, self-service capabilities, workflow automation, and knowledge management practices.
- Monitor operational KPIs and service metrics including:
- SLA compliance
- User satisfaction
- Service availability
- Ticket trends
- Mean Time to Resolve (MTTR)
- Service efficiency metrics
- Prepare operational dashboards and management reports for IT leadership.
- Identify opportunities for operational efficiency, automation, cost optimization, and continuous service improvement.
End User Services & Workplace Technologies
- Manage workplace technologies including:
- Microsoft 365
- Collaboration platforms
- Endpoint management
- Remote support tools
- Printing services
- Mobile Device Management (MDM)
- Productivity solutions
- Ensure efficient end-user support operations across Head Office, plants, warehouses, and distribution sites.
- Manage endpoint lifecycle activities including provisioning, deployment, support, maintenance, refresh, and retirement.
- Ensure workplace services maintain high availability and operational performance standards.
- Drive initiatives that enhance employee digital experience and workplace productivity.
L1 / L2 Application Support Coordination:
- Manage and coordinate L1/L2 support activities for enterprise applications.
- Act as SPOC for application-related incidents and operational support.
- Coordinate with SAP, Infrastructure, Business Applications, vendors, and Cybersecurity teams for issue resolution and service restoration.
- Lead and manage Salesforce application support, ensuring timely issue resolution, system reliability, and alignment with business requirements while driving continuous service improvements.
- Manage ticket triaging, escalation, and operational communication during incidents and outages.
- Support business go-lives, upgrades, deployments, and hyper care activities.
Cybersecurity & Compliance:
- Ensure endpoint compliance with patching, encryption, endpoint protection, and access control standards.
- Coordinate with Cybersecurity teams during audits, incidents, and vulnerability remediation activities.
Experience
- 7–10 years of IT experience.
- 3+ years in ITSM, Service Desk, End User Services, or IT Operations leadership roles.
- Experience with Microsoft 365, Azure AD / Entra ID, endpoint management, and enterprise support operations.
- Experience supporting enterprise applications and coordinating L1/L2 support activities.
- Experience with ITSM platforms such as ServiceNow, ManageEngine, or Jira Service Management.
- FMCG or manufacturing experience is preferred.
Skills
- Strong ITIL v4 and IT Service Management knowledge.
- Strong understanding of:
- Service Desk Operations
- End User Services
- Workplace Technologies
- Application Support Operations
- Endpoint Management
- IT Asset Management
- Endpoint Security
- Strong communication, stakeholder management, analytical, and leadership skills.
Preferred Certifications
- ITIL v4
- Microsoft Certifications
