Sr. Manager, OTS SD APAC, OTS Service Desk

Transform how Amazons worldwide operations receive IT support by leading our 24/7 Global Service Desk team. Shape the future of IT support for one of the worlds largest tech companies while building highperforming teams across multiple regions.

About The Role:
Were seeking a forward looking thought leader to establish and lead our OpsTech Solutions Service Desk operations across the Asia Pacific region with primary focus on India and Japan. This role presents a unique opportunity to build the foundation of our nextgeneration IT support model from the ground up.

As the APAC leader youll be responsible for establishing operational excellence through industry best practices including ITIL framework implementation while ensuring seamless integration with our global support structure. Youll drive the development of standardized processes metrics and quality frameworks that will become the blueprint for our worldwide operations.

Your charter includes building robust teams across multiple sites developing leadership capability in the region and creating a customerobsessed culture that delivers exceptional support to Amazons operations teams. Youll also play a crucial role in our global transformation initiatives particularly in implementing automation and selfservice solutions that scale across regions.

This role offers the exciting challenge of balancing regional autonomy with global standardization requiring strong cultural awareness and the ability to influence across multiple organizational layers and geographies.

Key job responsibilities
Establish and scale Service Desk operations across APAC with initial focus on India and Japan
Design and implement ITILaligned processes and operational frameworks
Build develop and lead highperforming teams across multiple locations
Drive operational excellence through metrics process improvements and automation
Own the endtoend customer experience strategy and execution for IT support in APAC
Develop and implement selfservice solutions to enhance user experience
Partner with global leadership to ensure alignment with worldwide IT support strategies
Manage and optimize multimillion dollar budgets while driving cost efficiencies
Create and execute talent development strategies specific to APAC region in line with the global policies but recognizing the unique needs of the region

About the team
At OTS Global Service Desk we are passionate about supporting our global fulfillment organization and delighting our customers. As a remote extension of our field teams we are proud to complement their efforts by providing prompt professional IT assistance to team members partner organizations and customers alike.

Our mission is simple to embody the spirit of #BetterTogether and operate as #OneTeam in service of our shared goals. Whether you need help troubleshooting a technical issue accessing critical systems or simply have a question our friendly and knowledgeable support staff is here to assist you.

We understand that technology can sometimes be frustrating but with our dedicated focus on customer satisfaction we strive to make every interaction a positive one. By leveraging the latest tools and continuously honing our skills we are committed to delivering efficient effective solutions that keep your workflows running smoothly.

For our customers and partners our wiki page is the best source to get to know us better from our team bios to our service offerings and support processes. And for our employees the wiki is your goto resource for the latest information updates and training materials.

So welcome to the OTS Global Service Desk your resource for IT support that goes above and beyond. Were excited to partner with you and help drive the success of our organization. Lets achieve great things together!

10 years of IT / Customer Service operations experience with 5 years in leadership roles
Track record of leading largescale IT service management or customer service like operations
Strong data analysis and business insight capabilities
Excellence in stakeholder management at executive levels
Bachelors degree in Computer Science Engineering or related field

Experience with ITIL framework and IT service management best practices
Experience with organizational design
Written and verbal communication skills for effective executive communication

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