Regional Service Desk Manager - APAC (Mid-Senior Level)

Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, social consulting and related services to some of the world’s leading organisations.  We assist companies in understanding their social and environmental impact.

The business of " reflects what we do to support our clients as they strive to attain their business goals. and business are now inextricably linked and as an expert in , we play a role in helping companies achieve their objectives with an understanding of how this impacts wider society and the environment. All staff in ERM at all levels are passionate about the environment and delivering sustainable solutions for the world’s leading organisations and this leads to a great working environment that is both challenging and rewarding.

With more than 8,000 people working across 40+ countries and territories from over 140 offices worldwide, ERM is committed to delivering services that are consistent, professional, and of the highest quality, creating lasting value for our clients. As the world's largest specialist consultancy, ERM partners with leading organisations to address complex challenges, helping them build resilience, accelerate business transformation, and create sustainable value through practical, innovative solutions

Description:

The role will ensure the smooth running and operation of the IT service desk and 2nd line team for the region.

The role will plan, coordinate, manage, and optimize IT service desk and 2nd line activities of the team, ensuring that SLAs and KPIs are met for the region. The focus for success in this role is for you and your team to drive customer service. Your team will be the voice and face of the IT department to the rest of the business and outstanding customer satisfaction is the driver from the IT Management team.

The role will work closely with, and as directed by, the global Service Delivery Manager to define, implement and uphold IT policies, procedures and best practices.  The suitable candidate will not only have the opportunity to be exposed to new technologies but work closely with global teams across the organisation.

RESPONSIBILITIES:

• Work with and support the Global Service Delivery Manager ensuring highest levels of service performance, consistency and quality are achieved across ERM’s global Service Desk and 2nd line team on all regional technical services and offerings
• Work with and support the Service Delivery Manager and Head of IT Operations ensuring stakeholders and senior leadership are getting the best service for the region.
• Work with the regional team Service Desk TL's and Service Delivery Manager to ensure the is successful in:
• Managing the Service desk team leaders ensuring all staff are motivated and working effectively.
• Service Desk and 2nd Line working towards the success of ERM Technology’s defined KPI’s and Metrics.
• Adhering to and promoting ERM Technology’s Process and Procedures
• Service Desk and 2nd Line are appropriately covered through management of staff’s priorities and absence.
• Act as escalation point for the team - functional and managerial.
• Control and manage IT hardware, software, and equipment ensuring support & maintenance in place in all offices.
• Project manage and support of regional BAU IT offerings such as Office refurbs, closures, openings along with the technologies used within these sites
• Manage the deployment, maintenance, upgrade, testing and support of PCs, software, hardware and other peripherals in accordance with ERM IT standards.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Major incident owner for P1s that occur in the region and transit through the global working day.
• Oversee provision of end-user services, including service desk, request fulfillment and desktop/endpoint support services.
• Manage financial aspects of the IT Department, including purchasing, input on budgeting process and yearly budget review and planning.
• Ensure continuous improvement of IT service offerings.
• Provide input and support initiatives from the Global IT Service Delivery Manager.
• Manage IT staffing, including recruitment, supervision, development, evaluation, and disciplinary actions.
• Responsible for Asset management and lifecycle for IT hardware, software, and equipment.

Knowledge, Skills and Experience:

• Excellent communication and team management skills.
• Exceptional customer service orientation.
• Minimum 5 years’ experience in a global company offering different solutions with business units. Experience within a professional services company is desirable
• Proven analytical, evaluative, and problem-solving abilities.
• Strong technical working knowledge of Microsoft-based systems Windows 11 and Office 365/2016.
• Experienced working in an ITIL environment – ITIL Foundation qualification desirable.
• Flexible approach and adaptable.
• Good team player and motivational style.
• Happy to work flexible hours to suit the global environment and occasional travel to other offices.
• Hands on and able to lead by example.
• Experience of running IT BAU projects, e.g., office moves, integrations.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Willingness to travel to other offices. 

Ready to Lead Way

At ERM, your work creates impact that matters, helping global organizations tackle the most pressing challenges while shaping a better future for communities and the environment. Our vision is to empower you to grow, lead, and innovate alongside world-class clients on transformative projects. We prioritize wellbeing, continuous learning, and an inclusive culture where collaboration, expertise, and purpose drive meaningful impact. At ERM, diverse perspectives are celebrated, and innovation thrives. If you’re ready to make your mission and build a career that creates lasting change, your journey starts here

You can apply for this role through Careers or through the internal careers portal if you are a current employee. 

Discover Life at ERM
Curious about our culture and what makes ERM a great place to grow your career? Explore these resources to learn more about our people, values, and the impact we create:

Talent Brochure: TM - Candidate brochure

Life at ERM: Life at ERM