Manage day‑to‑day global Meeting & Collaboration Spaces service operations, ensuring timely and effective resolution of incidents and fulfillment of service requests per ITIL.
Own Incident, Request, Problem and Change management processes; lead major incident response, escalations, root cause analysis and implementation of corrective actions.
Maintain and update all service and process documentation (handbooks, SOPs, knowledge base) to ensure accessibility and currency.
Manage operating partners and providers, monitoring contracted deliverables and conducting reviews to ensure performance and SLA/OLA compliance.
Monitor and report on SLAs, OLAs and KPIs; proactively identify and address issues before they impact business operations.
Track and plan service costs, define and manage allocation keys, and collaborate with the Service Owner and Finance for budgeting and regular cost reporting.