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 acts as 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 business services portfolio views through IT Boards and lead optimization efforts with COEs and vendors while meeting SLAs
• Oversee the vendor portal service desk, monitor queues, and handle Level 1 support queries, escalating complex issues to higher-level teams
• Track issues from first contact to resolution and document interactions in the ticketing system
• Develop and refine applications management and service delivery processes, and improve incident and service management
• Manage vendor relationships, set and track KPIs, and identify and mitigate risks
• Assist in budget and resource management and ensure compliance with internal policies and regulations
• Provide training to new vendors and team members

Required profile

• Bachelor's degree in business administration, computer science, information technology or a related field
• 2-3 years of experience in business services or service desk management, with a focus on Microsoft Dynamics
• Excellent verbal and written English, able to explain technical information to non-technical audiences
• Strong collaboration and communication skills

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; ITIL Foundation or Dynamics 365 certifications are a plus