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Get AI-powered advice on this job and more exclusive features.About GBGEnabling safe and rewarding digital lives for genuine people, everywhere. We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification. With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.The TeamThe team is responsible for providing GBG''s customers with technical support with our products as well as providing Service Management. With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG''s Vision through the provision of excellent customer service.The RoleReporting to the Head of Customer Support - APAC, the APAC Service Manager is responsible for managing the service lifecycle of our products in APAC using modern Service Management practices and in a fast-paced delivery environment. Working closely with the rest of Customer Support - APAC, Service Management team members in other regions, the wider Technology and Operations team as well as the wider business including Sales and Professional Services, you will lead the Service Management aspects of our APAC product offerings. Always seeking to improve and deliver service excellence for our external and internal customers.What You Will DoDeliver Service Management across supported products including Incident, Change, Problem, Event managementWork closely with the wider Technology and Operations team as well as the APAC business unit to support product roadmap delivery and operations from a service perspectiveSupport delivery of Global Service and Operations roadmap itemsBuild strong working relationships with internal and external stakeholders including customersManage suppliers effectively leading on all Service Management aspects to ensure an excellent service for our customersDevelop and maintain metrics and insights to track performance, analyse trends, recurring issues, SLA achievement and uptime data of products and its suppliers to drive improvementsLead on the transition of products in and out of serviceManage disaster recovery plans and execution for APACDrive stability and continuous improvement to enhance the customer experience whilst collaborating effectively with other team membersEnsure smooth delivery product enhancements, bugs fixes and changes, representing the customer priority within decisions.Analyse and respond to trends or changes in SLA to customers or from suppliersOwns communication to customers on service-related matters e.g. changes, maintenance or incidents, in collaboration with the wider Customer Support APAC teamManage high priority incidents to minimise time to resolve as well as owning incident retrospectives and ensuring the lessons learnt are implementedImplement and manage the Change Enablement process in line with GBG StandardsProvide 24 x7 support rota for major or high priority incident managementSkills We''re Looking ForExtensive Service Management experience and good knowledge of ITIL v4Customer centricityProven ability to work well within a team and support othersContinually development of skills, competences, and knowledge to support personal development.Strong ability to build and maintain positive relationships within team members across the organisation and wider stakeholdersAbility to explain complex concepts to both technical and non-technical audiences.Excellent communication skills when communicating internally and externallyHighly organised and able to manage time effectively.Ability to influences and challenge appropriately.Strong attention to detail, initiating and completing priorities, to high a standard and within required timescalesExposure to SRE practicesExperience inService Desk Tooling (JIRA)BI tools (Splunk, PowerBI)API connectivity and MS Power Automate (desirable)To find out moreAs an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. To chat to the Talent Attraction team and find out more about our benefits and why we''re a great place to work, drop an email to [email protected] and we''ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT Consulting #J-18808-Ljbffr