Job Purpose:This role is responsible for leading and managing IT Service Management (ITSM), End User Services, Service Desk operations, L1/L2 business application support coordination, workplace technologies, and IT support services across Beyti Head Office, manufacturing plants, warehouses, and distribution sites.
Key Responsibilities:IT Service Management & Operations Lead and manage IT Service Desk and End User Services operations across all Beyti locations. Ensure IT support services are delivered effectively while maintaining agreed SLAs, KPIs, and operational standards. Own and govern ITSM processes including: Incident Management Problem Management Change Management Request Fulfillment Knowledge Management Asset & Configuration Management Develop and maintain IT service catalogues and support models in collaboration with Infrastructure and Business Applications teams. Lead service transition activities from project implementation into operational support. Ensure operational compliance with IT policies, standards, governance frameworks, and audit requirements. Develop and enhance ITSM platforms, self-service capabilities, workflow automation, and knowledge management practices. Monitor operational KPIs and service metrics including: SLA compliance User satisfaction Service availability Ticket trends Mean Time to Resolve (MTTR) Service efficiency metrics Prepare operational dashboards and management reports for IT leadership. Identify opportunities for operational efficiency, automation, cost optimization, and continuous service improvement. End User Services & Workplace Technologies Manage workplace technologies including: Microsoft 365 Collaboration platforms Endpoint management Remote support tools Printing services Mobile Device Management (MDM) Productivity solutions Ensure efficient end-user support operations across Head Office, plants, warehouses, and distribution sites. Manage endpoint lifecycle activities including provisioning, deployment, support, maintenance, refresh, and retirement. Ensure workplace services maintain high availability and operational performance standards. Drive initiatives that enhance employee digital experience and workplace productivity.
L1 / L2 Application Support Coordination:Manage and coordinate L1/L2 support activities for enterprise applications. Act as SPOC for application-related incidents and operational support. Coordinate with SAP, Infrastructure, Business Applications, vendors, and Cybersecurity teams for issue resolution and service restoration. Lead and manage Salesforce application support, ensuring timely issue resolution, system reliability, and alignment with business requirements while driving continuous service improvements. Manage ticket triaging, escalation, and operational communication during incidents and outages. Support business go-lives, upgrades, deployments, and hyper care activities.
Cybersecurity & Compliance:Ensure endpoint compliance with patching, encryption, endpoint protection, and access control standards. Coordinate with Cybersecurity teams during audits, incidents, and vulnerability remediation activities.
Experience7–10 years of IT experience. 3+ years in ITSM, Service Desk, End User Services, or IT Operations leadership roles. Experience with Microsoft 365, Azure AD / Entra ID, endpoint management, and enterprise support operations. Experience supporting enterprise applications and coordinating L1/L2 support activities. Experience with ITSM platforms such as Service Now, Manage Engine, or Jira Service Management. FMCG or manufacturing experience is preferred.
Skills Strong ITIL v4 and IT Service Management knowledge. Strong understanding of: Service Desk Operations End User Services Workplace Technologies Application Support Operations Endpoint Management IT Asset Management Endpoint Security Strong communication, stakeholder management, analytical, and leadership skills.
Preferred Certifications ITIL v4 Microsoft Certifications