Position: Manager, IT Services
The primary role of this position is to oversee end-to-end management and coordination of incidents, major incidents, problems, requests, and changes within BDO Global IT. Responsibilities include: · Managing 1st line Service Desk and the 2nd line Application support teams across all geographic locations. · Working closely with Infrastructure, Development, and Change Management teams, as well as Member Firms, to establish and maintain operational standards. · Demonstrating high levels of service management and leadership by coordinating the technical implementation and operation of global IT services. · Managing the Major Incident Management process and serving as Change Manager when needed. · Actively participating in Process and Knowledge management initiatives to ensure smooth transitions of new services from Project teams to production support within Global IT.
Key accountabilities:
Operations Management
* Develop reports and presentations on Operations for senior management as required.
* Monitor incident queues for aging incidents to ensure SLA commitments are met.
* Maintain a centralized backlog of Operations tasks for better resource projection and timeline management.
* Take ownership of unresolved incidents, requests, and problems; collaborate with support teams for resolution.
* Serve as the primary escalation point for firms and users, fast‐track urgent requests, and provide dedicated support for VIP clients.
Service Management
* Proactively manage service problems to prevent impact on business operations.
* Apply sound knowledge of service management principles and processes (e.g., ITIL) in delivering ICT Infrastructure services.
* Manage day‐to‐day service delivery through third‐party providers and internal teams.
* Lead response to critical incidents for service restoration.
* Ensure service performance and availability through monitoring and alerting of performance indicators.
* Provide occasional out‐of‐hours escalation support as required.
* Keep up to date with technology developments to inform continuous improvement.
Major Incident Management
* Own the end‐to‐end major incident process during business hours, handing over to the Service Desk Manager after hours.
* Act as Emergency Change Manager when needed to resolve major incidents.
* Collaborate with the Problem Manager on Root Cause Analysis (RCA) reports.
Change Management
* Manage the Change Management process in the absence of the primary Change Manager.
* Participate in the Change Advisory Board for review and approval of Normal and Emergency change requests.
* Serve as Emergency Change Manager when required during major incident resolution.
Vendor Management
* Collaborate with vendors and third‐party providers on availability of new software releases for BDO Firms.
* Act as the technical and licensing Subject Matter Expert for products.
Client Management
* Conduct regular ticket review calls with assigned BDO Firms.
* Serve as an alternative point of contact for urgent or high‐impact incidents.
Customer Satisfaction
* Review client survey (CSAT) feedback regularly and address concerns with firms reporting negative experiences.
* Collaborate with 2nd line application support teams on improvements based on CSAT analysis or quality reviews.
* Address general handling issues and concerns with the 1st line support manager.
Qualifications
* A university degree or equivalent tertiary qualification is required.
* Fundamental knowledge of the ITIL framework and/or service management approaches.
* ITIL certification preferred.
Experience & Skills
* Ability to prioritize and execute tasks based on company objectives.
* Ability to comprehend and independently carry out tasks implied by each request.
* Proactive and timely response to problems.
* Ability to apply both structured problem‐solving and lateral thinking when addressing issues.
* Experience managing operational KPIs and driving efficiencies within IT support services.
* Demonstrates leadership, teamwork, problem solving, initiative, proactiveness, and integrity.
* Ability to translate technical concepts into business‐focused explanations and understand business impact.
* Proven experience managing multiple concurrent tasks and assignments.
* Experience collaborating with multiple teams across different global regions to resolve complex IT issues.
* Ability to balance priorities among competing needs while providing high value to the organization.
* Strong negotiation and dispute‐resolution skills.
* Excellent interpersonal and written communication skills, with the ability to influence and guide team members.
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