IT Manager (Application Utilization & Support)

Line Management: Lead and manage the team within the assigned function, ensuring effective workforce management, performance, and engagement at both individual and team levels.

Talent & Staff Management: Oversee recruitment activities, including job postings, candidate screening, and interviewing for IT roles.

Information Management: Facilitate clear and timely communication between senior management and departmental teams.

Subject Matter Leadership: Stay current with emerging technologies and industry developments, and provide insights and recommendations to the executive team.

Cross-Functional Collaboration: Partner with other department leaders to assess business needs and support organisational growth initiatives.

Host Management: Serve as the Host Manager for all Hearing Care IT teams based in the KL office.

Regional Leadership & Delivery

• Lead and develop a high-performing regional IT team across multiple markets


• Own end-to-end delivery of application utilisation and support for retail application suites


• Ensure system stability, service excellence, and operational resilience across the region

Stakeholder Engagement

• Act as a trusted IT partner to business and executive stakeholders


• Collaborate with C-suite and regional leaders to shape application support strategies


• Align business priorities with technical delivery


• Communicate effectively with both technical and non-technical audiences

Operational Excellence & Service Delivery

• Drive incident management, root cause analysis, and continuous service improvement


• Support platforms such as Blueprint and Microsoft Dynamics NAV (including user access, roles, and daily operations)


• Ensure platform reliability, scalability, and performance


• Oversee monitoring frameworks, support models, and ongoing optimisation


• Maintain compliance with global IT governance, standards, and best practices

Managerial Capabilities

• Proven experience leading and developing cross-functional teams


• Strong stakeholder management across technical and business domains


• Demonstrated ability to engage and influence executive stakeholders


• Ability to manage competing operational and strategic priorities


• Experience working within large, global, matrix organisations


• Capability to align regional execution with global strategies and governance

Process, Quality & Discipline

• Ensure reliability, scalability, and performance across application environments


• Oversee incident management, monitoring, and support frameworks


• Operate within Agile and DevOps methodologies


• Maintain strong governance, compliance, and operational standards


• Promote a culture of continuous improvement and efficiency


• Ensure adherence to data governance, security, and regulatory requirements

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience)

Skills & Capabilities

• Strong leadership, coaching, and team development skills


• Excellent stakeholder engagement and communication capabilities


• Good understanding of business processes and operational requirements


• Functional and technical expertise in application support and data environments


• Knowledge of system integration and data flows


• Strong project and service delivery management skills

Experience

• Proven track record in IT service delivery and operations management


• Experience managing regional teams within a global organisation


• Strong background in application support environments


• Familiarity with ITIL, Agile, and continuous improvement practices


• Demonstrated ability to deliver business-aligned IT outcomes