Transform how Amazon's worldwide operations receive IT support by leading our 24/7 Global Service Desk team. Shape the future of IT support for one of the world's largest tech companies while building high-performing teams across multiple regions.
About The Role:
We're 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 next-generation IT support model from the ground up.
As the APAC leader, you'll be responsible for establishing operational excellence through industry best practices, including ITIL framework implementation, while ensuring seamless integration with our global support structure. You'll 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 customer-obsessed culture that delivers exceptional support to Amazon's operations teams. You'll also play a crucial role in our global transformation initiatives, particularly in implementing automation and self-service 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 ITIL-aligned processes and operational frameworks
- Build, develop, and lead high-performing teams across multiple locations
- Drive operational excellence through metrics, process improvements, and automation
- Own the end-to-end customer experience strategy and execution for IT support in APAC
- Develop and implement self-service solutions to enhance user experience
- Partner with global leadership to ensure alignment with worldwide IT support strategies
- Manage and optimize multi-million 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 go-to 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. We're excited to partner with you and help drive the success of our organization. Let's achieve great things together!- 10+ years of IT / Customer Service operations experience with 5+ years in leadership roles
- Track record of leading large-scale IT service management or customer service like operations
- Strong data analysis and business insight capabilities
- Excellence in stakeholder management at executive levels
- Bachelor's 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region youβre applying in isnβt listed, please contact your Recruiting Partner.
