Services Delivery Associate Director
Corby
Hong Kong
3天前

The Services Delivery Associate Director is responsible for :

  • High level of quality and consistency for IT services delivered to the IT Consumers (in line with high level standards and with service level agreement)
  • Demand management by acting as the point of contact for business stakeholders and for IT Solutions
  • Coaching, training, and shift left activities are delivering highest value
  • Act as the point of contact between IT Operations and rest of IT leadership teams (Head of IT Solutions and BRM mainly)
  • Act as the point of contact between IT Operations and CODI members (CEO, CFO, HR Director, COO )
  • Ensure the team in his scope of responsibility (Hong Kong and some Asian countries like Japan, Korea ) has the right skillset
  • Main roles and responsibilities

    Demand management

  • Create business intimacy by being the point of contact for business request or project demand collection
  • Develop a privileged relationship with IT Operations stakeholders (IT Solutions / Business / IT governance) and IT Operations towers (I&O, Digital Workspace, Cybersecurity, Foundation).
  • Manage Demand Management process to ensure activities coordination across IT operations functions, build Project portfolio and report projects status.
  • Being part in the prioritization process. Capacity planning
  • Critical incident or crisis management
  • Acting as the point of contact for business in case of dissatisfaction, critical incidents, problems and major changes
  • If needed, being able to coordinate a task force to solve operational problems by ensuring the business requests are well understood
  • Reporting based on SLAs & KPI (financial & operational)

  • Managing the Operations services model reports on defined SLAs and KPI in collaboration with IT Solutions-BRM and IT governance
  • Publishing and communicating the reports to relevant stakeholders
  • Team Management

  • Providing leadership to a globally distributed team of Service Delivery, ensuring they understand their roles, responsibilities and KPIs
  • Actively working with peers and senior management to build and maintain strong, productive working relationships
  • Continuously review, adjust, and train teams to ensure their capabilities remain current and relevant to the underlying infrastructures and services
  • Support

  • Ensure the WoW mindset deployment in his team
  • Ensure the effectiveness and the continuous improvement of the proximity support operations
  • Ensure Problems are analysed and managed
  • Ensure the operational integrity of Support Services executed on multiple platforms
  • Responsible for SLAs compliance
  • Process Management :

  • Contribute to the improvement of the maturity of IT processes. Extend to additional affiliates
  • Communication

  • Responsible for the communication to end users.
  • Ensuring the business global satisfaction towards IT Operations services, and being proactive for business feedbacks
  • Preparing regularly business satisfaction surveys and analyzing the results
  • Defining improvement plans based on the business satisfaction survey results
  • Think test and -learn on Innovation ideas : meeting rooms, devices .
  • Financial

  • Opex and Capex budgets in relationship with IT Governance and partners within IT Operations
  • Profile required

  • Education required : Master or equivalent on computer sciences
  • Very strong relationship and communication skills
  • Fluent in English
  • Experience / Background

  • 15+ years of previous experience in IT Operations and 5+ years of management or team leadership experience
  • Experience with IT Service management processes and application development / deployment
  • Experience with Project Management / Insight into Project Methodology
  • P&L responsibilities
  • Experience managing significant external service providers and associated relationships
  • Demonstrated insight into Business and IT strategy
  • Broad industry knowledge of IT operations services trends and directions
  • Proven track record of coordinating teamwork in a multicultural environment and managing staff over remote sites
  • Proficient knowledge of technical platforms, including O365, SharePoint, etc.
  • Infrastructure operations knowledge and management capabilities
  • Job Posting End Date :

    Target Hire Date : 2021-07-05-07 : 00

    2021-07-05-07 : 00

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