Dentsu is a modern marketing solutions company. Our mission is to help clients navigate progress in a world of change. Businesses rely on our integrated network of agencies and specialized practices to advocate for meaningful progress through creative, media, commerce, data and technology. Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Some of our award-winning agencies include 360i, Carat, dentsu mcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit dentsu.com/us.

We are champions for meaningful progress and we aim to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can excel. We embed diversity, in our mindset, in our services and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

You will manage the ownership of the GSC processes to ensure dentsu provides exceptional customer service. The processes include: Incident, Request, Problem & Knowledge.

Working with the Service Assurance Manager, you will analyze GSC and wider technology teams' performance through multiple statistical and reporting methods and market the image of the Service Assurance as a support group that showcases global standards of best practice.

Responsibilities

• You will be accountable for the daily management activities of the Service Assurance Function.
• Incident & Request Management: You will provide support to the Service Assurance Manager on the ownership of the process.
• Knowledge & Problem: You will provide support to Service Assurance Manager on the ownership of the process
• Major Incident Management: You will oversee the MIM process and undertake the operational activities of the process.
• You will provide support in the management of the Genysis Platform and Beyond Trust tool.
• You will support the Service Assurance Managers to promote, champion and guide the use of ITIL best practices across our technology team to ensure the delivery of a best practice within the global function.
• You will create relationships with multiple partners to ensure the success delivery of IT Services.
• You will oversee the Service Improvement lifecycle; improve process, agree improvement and deliver improvement plans.
• You will oversee the production and distribution of weekly and monthly reports to support teams.
• You will manage improvement plans and support the Service Assurance Manager to improve and mature our processes.
• You will maintain relationships with regional technology teams, to ensure effective services are delivered.
• You will be the contact for Service Management, responsible for managing relationships with internal business customers addressing conflicts, escalations and priorities.
• You will report into the Global Support Centre Manager.

• 3+ years of experience in end-to-end incident management which includes high priority incident management.
• Define the precise nature of customer requirements, this will include meetings with multiple levels of management seniority.
• Promote and lead root cause analysis within GSC and wider teams.
• General knowledge of Service Level agreements and IT infrastructure environments.
• ITIL Certified to Foundation level.
• Perform data analysis based on generated report from tools.
• Experience motivating support teams in a pressurized environment.
• Conflict resolution and continuous improvement skills.

The anticipated base salary range for this position is $59,000k-96,025k. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. Additionally, this position is eligible for discretionary incentive compensation. Our incentive compensation plan is subject to change. A range of medical, dental, vision, 401(k) matching, paid time off, and other benefits also are available. For more information about dentsu benefits, please visit dentsubenefitsplus.com.

This is a fully remote role.

#LI-LD1 #LI-Remote

About dentsu
Dentsu is an integrated growth and transformation partner to the world’s leading organizations. Founded in 1901 in Tokyo, Japan, and now present in over 145 countries and regions, it has a proven track record of nurturing and developing innovations, combining the talents of its global network of leadership brands to develop impactful and integrated growth solutions for clients. Dentsu delivers end-to-end experience transformation (EX) by integrating its services across Media, CXM and Creative, while its business transformation (BX) mindset pushes the boundaries of transformation and sustainable growth for brands, people and society.

Dentsu, Innovating to Impact.

Find out more:
https://www.dentsu.com/
https://www.group.dentsu.com/en/

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.