Job Specifications
About BDO
BDO is the leading mid-tier professional services provider globally. In 2024, we recorded global revenues of over US$15 billion across our core service lines - Audit & Assurance, Tax, Advisory, and Business Services & Outsourcing. With a worldwide community of over 119k professionals operating in 166 countries and territories, we’re dedicated to helping our clients navigate complex financial and strategic challenges, aligned to our core purpose ‘People helping people.’
More information about BDO can be found on www.bdo.global.
Why join us?
A great place to work
Building a thriving global team is an essential pillar of our bold new vision Global solutions. Driven to be the best. - so it’s no surprise that our offices around the world are regularly recognised with awards and accolades. We’re a people-powered business, with a diverse, dynamic and inclusive international team who are committed to excellence, innovation, and integrity.
Professional growth
Our collaborative, international environment fosters professional growth and development, to ensure that all our people thrive. We’re committed to transferring and sharing resources, knowledge, skills, and experience across our organisation, and our Global Mobility Programme provides the gateway to a whole world of opportunities.
Make a difference
We believe businesses have both an economic imperative and an ethical responsibility to contribute to a more sustainable and equitable world. In 2021, we committed to achieving net-zero carbon emissions by 2050 or sooner. As part of our global sustainability efforts, we continue to integrate responsible practices into our operations and work with clients to support their own net-zero journeys. In addition, we’re proud to support thousands of colleagues around the globe to ‘give back’ in the communities in which we operate.
Position: Manager, IT Services
The primary role of this position is to oversee end-to-end management and coordination of incidents, major incidents, problems, requests, and changes within BDO Global IT. Responsibilities include: · Managing 1st line Service Desk and the 2nd line Application support teams across all geographic locations. · Working closely with Infrastructure, Development, and Change Management teams, as well as Member Firms, to establish and maintain operational standards. · Demonstrating high levels of service management and leadership by coordinating the technical implementation and operation of global IT services. · Managing the Major Incident Management process and serving as Change Manager when needed. · Actively participating in Process and Knowledge management initiatives to ensure smooth transitions of new services from Project teams to production support within Global IT.
Key accountabilities:
Operations Management
Develop reports and presentations on Operations for senior management as required.
Monitor incident queues for aging incidents to ensure SLA commitments are met.
Maintain a centralized backlog of Operations tasks for better resource projection and timeline management.
Take ownership of unresolved incidents, requests, and problems; collaborate with support teams for resolution.
Serve as the primary escalation point for firms and users, fast‑track urgent requests, and provide dedicated support for VIP clients.
Service Management
Proactively manage service problems to prevent impact on business operations.
Apply sound knowledge of service management principles and processes (e.g., ITIL) in delivering ICT Infrastructure services.
Manage day‑to‑day service delivery through third‑party providers and internal teams.
Lead response to critical incidents for service restoration.
Ensure service performance and availability through monitoring and alerting of performance indicators.
Provide occasional out‑of‑hours escalation support as required.
Keep up to date with technology developments to inform continuous improvement.
Major Incident Management
Own the end‑to‑end major incident process during business hours, handing over to the Service Desk Manager after hours.
Act as Emergency Change Manager when needed to resolve major incidents.
Collaborate with the Problem Manager on Root Cause Analysis (RCA) reports.
Change Management
Manage the Change Management process in the absence of the primary Change Manager.
Participate in the Change Advisory Board for review and approval of Normal and Emergency change requests.
Serve as Emergency Change Manager when required during major incident resolution.
Vendor Management
Collaborate with vendors and third‑party providers on availability of new software releases for BDO Firms.
Act as the technical and licensing Subject Matter Expert for products.
Client Management
Conduct regular ticket review calls with assigned BDO Firms.
Serve as an alternative point of contact for urgent or high‑impact incidents.
Customer Satisfaction
Review client survey (CSAT) feedback regularly and address concerns with firms repo
About the Company
BDO is the leading provider of professional services within the mid-tier of our profession. We are proud to deliver seamless client service, from 1800 offices in 166 countries, across the world. Our 119K+ professionals continuously transform our approach by embracing future-oriented technology and focusing on quality. Strategic decisions and investments made in recent years have further equipped the organisation with the global infrastructure and innovative solutions needed to deliver long-term value for our clients.
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