IT Service Delivery Lead - APAC
Benoy
Hong Kong
1天前

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.

Service Management

  • 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
  • Technical

  • 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

    Essential

  • 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
  • Desirable

  • 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)
  • ITIL Qualified
  • 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
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