Skills

Communication Teamwork Leadership Problem Solving Monitoring Negotiation Change Management Organization Operations Management

Job Specifications

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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About the Company

BDO is the leading provider of professional services within the mid-tier of our profession. We are proud to deliver seamless client service, from 1800 offices in 166 countries, across the world. Our 119K+ professionals continuously transform our approach by embracing future-oriented technology and focusing on quality. Strategic decisions and investments made in recent years have further equipped the organisation with the global infrastructure and innovative solutions needed to deliver long-term value for our clients. As a p... Know more