The APAC IT Service Delivery Lead is accountable for managing and supporting all aspects of IT Delivery and resources across the APAC region.
The position reports to the central IT Function and local APAC stakeholders and is responsible for the delivery of the global IT Strategy within the APAC region, whilst ensuring that all specific local requirements are met.
The role could be either based in Hong Kong, Shanghai or Singapore.
As part of the APAC IT Support Team, provide excellent IT support to users across the three APAC locations.
Working with the EMEA Service Delivery Manager, maintain high performing service support functions including IT Service Desk, Desktop Support and third-party support
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Meeting Support
Ensure that the correct infrastructure is in place to support the requirements of the business, working closely with the Benoy IT Infrastructure Lead.
Lead the desktop computing management process to ensure that laptops, PC’s and other access devices are purchased, deployed and maintained to meet business requirements
Ensure that patching and anti-virus updates are carried out promptly and effectively
Manage and maintain appropriate storage, archive and back up facilities for the region.
Work with the Infrastructure Lead to evolve standards for hardware, software and security in the desktop environment and deliver implementation of new infrastructure in the region.
Performance and Quality
Manage Service Improvement Plans and ensure actions are followed through to completion
Provide regular and accurate management reporting on IT Service performance
Manage Service Delivery Team staff including recruitment, mentoring, training, target setting and performance assessment
Be an ambassador for IT, working across the business to provide effective communication on IT matters
Working with the Global IT Team to deliver the IT strategy, ensuring that the strategy supports the specific requirements of the region
Working with APAC BIM Manager and local teams to understand business requirements and make recommendations for implementing suitable hardware and software solutions
Required Qualities, Skills and Experience
At least 5 years’ experience as an IT Support professional
Previous experience as a Team Lead or demonstrable experience in leading virtual teams in a medium-large computing environment
Experience of managing 3rd parties and 3rd party service delivery
Knowledge of ITIL disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Excellent customer facing / customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Self-motivated, able to take responsibility and manage priorities
Able to demonstrate initiative and a proactive approach
Good working knowledge of the following : Windows desktop / server, Office 365, MS Teams, CAD software, Adobe Creative Cloud, BIM 360Good Knowledge of Active Directory / Group PolicyGood Knowledge of Azure cloud hostingExperience with Server hardware, virtualisation and networkingSwitches, Routers, firewalls and IP TelephonyExperience of SAN / NAS storage, Backup Systems, DRSecurity (firewall, endpoint and server security, antivirus etc)
Experience of supporting video conferencing, home working and other flexible working solutions
Experience of working in a multi-national professional services environment or, ideally, within an Architecture / Design environment
Other Job Requirements
Occasional travel to offices in the APAC region
Occasional need to work outside of normal office hours
Fluent in English and Cantonese, Mandarin desirable