Executive - Business Services

About the role

The Executive - Business Services for the Group D&T department delivers service management functions for the Procurement & Finance shared services center and other businesses. The role is a key contact for vendors and internal users, providing prompt technical and functional support by phone, email and chat, and helps manage the vendor portal's service desk and call center operations.

Key responsibilities

• Support strategic portfolio management, service optimization, project oversight, continuous improvement and process development with business services.
• Oversee the vendor portal service desk and call center, monitor queues and document every interaction in the ticketing system.
• Resolve Level 1 vendor portal support queries and escalate complex issues to higher-level teams; track issues from first contact to resolution.
• Manage vendor relationships, resolve service issues and train new vendors and team members.
• Set and track KPIs, identify and mitigate risks, and assist in budget and resource management.
• Ensure compliance with internal policies, external regulations and industry standards.
• Improve incident and service management, adhere to SLAs, and continuously refine processes and the knowledge base.

Required profile

• Bachelor's degree in business administration, computer science, information technology or a related field; advanced degrees or certifications are a plus.
• 2-3 years of experience in business services or service desk management, with a focus on Microsoft Dynamics and managing service desks.
• Excellent verbal and written English, able to explain technical information to non-technical audiences.

Required skills

• Hands-on experience with ManageEngine service desk tools, including ticketing, incident management and service requests.
• IT project management, quality assurance, implementation and support.
• MS Office (PowerPoint, Word, Excel, PowerApps).
• Microsoft Dynamics 365 and service desk platforms are highly desirable; optional certifications include ITIL Foundation, Microsoft Dynamics 365 Fundamentals and ManageEngine Service Desk.