Service Delivery Manager (Asia)

The Opportunity

As our newest Head of Service Delivery, you are fully responsible for the regional IT Service Management System Configuration, communicating and providing problem and Incident Management. The successful candidate will also generate reports from the IT Service Management System to ensure the services levels and user satisfaction level remains on an acceptable SLA level.

The technical scope of this role includes resolving, identifying, classification user computing issues and requests. These includes cloud and on-premises systems, end user computing related issues, conference room setup, basic application issues, systems access, and network accounts. This role is also responsible for putting in place the onboarding and offloading process for staff.

This is a People Management role and will manage the Service Desk team in Asia region. The incumbent will form part of the IPH Asia IT Leadership Team and is expected is work closely with the other people managers in the Asia IT Team.

Job Responsibilities

Operational

• Monitor and manage Service Desk team morale and performance


• Develop and maintain effective documentation of all support processes, procedures, knowledge base and work instructions


• Hands-on end user support via teams, phone and email


• Resolve IT help desk issues


• Identify trends, recurring issues and propose long term solutions


• Produce and distribute support statistics and status report


• Support issues relating to end user computing such as (but not limited to) operating system, computer peripherals, emails, conference room equipment, application (basic/usability), system access and network accounts


• Problems and Incident management and provide timely communications to state holders and liaising with different teams and services providers to resolve the issue/problem.


• Lead the team to ensure effective and satisfactory resolution of requests, incidents and problems


• Handle the procurement or lease of devices including laptops


• Manage Standard Operating Environment (SOE) for different types of users, offices


• Build laptops and computers based on SOE


• Priorities requests and issues reported


• Assist with administration and configuration of systems and IT infrastructure


• Participate and involvement in project initiative delivery/training initiatives to ensure proper project to BAU support knowledge transfer

Planning & Management

• Develop and agree on service levels of providing end user computing support (e.g. Grade of Service)


• Develop a support process to ensure users are serviced adequately in terms of acknowledgement, responses, resolutions and communication


• Review existing support and ticketing systems and propose a new system if required


• Lead by example in areas of professionalism, behaviour, conduct, punctuality and leadership.


• Drive team engagement and morale through effective communication and continuous improvement.


• Be the point of escalation for the Service Desk team


• Lead the transition from projects to BAU support from Service Desk's perspective


• Run regular effective surveys to gauge customer satisfaction


• Manage the team in the region - responsible for all aspects of people management within the Team, including recruitment and performance reviews


• Manage team/employee adherence to compliance, policies, procedures and relevant legislation.


• Establish performance objectives and personal development plan for each individual in the team with a view to succession planning and building a balance between technical and soft skills for team members


• Drive individual development of resources via one on one feedback sessions or other means


• Ensure effective business communication throughout the entire team


• Participate and act as technical resource or lead for any relevant IT projects as required

Vendor Management

• Participate in the identification/selection of relevant vendors


• Work with selected vendors to ensure continued service, efficiency and value are delivered to the organisation


• Conduct regular reviews with vendors and identifying areas for improvement


• Review invoices and statements from vendors

Requirements

• Minimum Tertiary or professional qualification in information technology


• Strong leadership and management skills with proven ability to lead/manage a team of up to 5 staff and achieve results through others


• Strong service/helpdesk background with strong systems administration experience and service desk management skills


• Excellent stakeholder management and collaborative skills coupled with ability to manage relationships and stakeholders at all levels, with proven track record of excellent customer service


• ITIL qualified (desirable)