Head of Workplace Service

Summary of the position/scope of work:

This role is strategic in nature and plays a key part in shaping the end-user experience across regions.

The Head of Workplace Services is expected to define and drive the workplace services strategy in alignment with business priorities, technological evolution, and user expectations.

Beyond operational excellence, the role contributes to long-term roadmap definition, service transformation, resilience, and continuous improvement of end-user services at global scale.

The Head of Workplace service will be responsible for managing two team in Singapore and India

·   Unified Communication Services:  Exchange platforms, corporate Mobile, Real Time Communication and its ecosystem

·   Unified Desktops Services: End User Computing, VDI platforms, Citrix, Packaging, Workstations, Visioconférence ….

She/he will

·   provide oversight to all workplace activities to ensure maximum performance, efficiency, and availability.

• Serve as point of escalation on major incidents

• Effective engagement with Service managers, Architect and project teams on technology roadmap and projects.

• ensure his teams provide a good level of service to EMEA and ASIA and occasionally to AMERICA

She/He will report hierarchically to the Head of department of End Users and Transversal Service.

Scope of duties:

The Head of Workplace Service is responsible for

·       Ensuring that the IT Production activities regarding his perimeter are rightly performed by the team, complying with defined norms, standards, processes and procedures

·       On a day-to-day basis, ensuring that the planned KPI are met (incident management, request management, etc.)

·       Managing his yearly budget and forecasts (monthly)

·       Monitoring and pushing for improvement of the team productivity

·       Collaborate with global Workplace team in CA-GIP to align with Enterprise standards, strategies.

·       Set up standards for Workplace service in ISAP and ensure the implementation across ASIA

·       Conduct regular feedback sessions to assess users’ satisfactions and identify Areas of improvement

·       Ensure compliance with security policies and disaster recovery procedures

·       Ensuring continuous improvement activities through implementation of change management processes

·       Maintaining good relation amongst peers and ensuring best practice are shared transversally across technologies.

·       Must be able to drive/manage any complex or high severity incidents that occur within the scope of his role.

·       Engagement in Projects and project deliveries.

·       Drive and Deliver Root cause for any high severity issues.

·       Focus on automation and optimum use of the team to improve efficiency.

·       Manage relationships with external vendors and service providers

·       Oversee contract negotiations and ensure service performance meets expectations

·       Optimize vendor delivery for cost-effectiveness and reliability

Secondary duties:

• Other duties may be assigned

Legal and Regulatory Responsibilities:

• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer/Compliance Officer.

·       Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training as required to attain and maintain competence.

Job Specific Environment and/or Organization

·       Fluent in English written and spoken,

·       Working hours will be 10:00AM to 07:00PM and rotating shifts time to time to cover Europe business hours 

·       On-call will be expected on a rotational basis on both weekdays and weekends for managerial support.

Candidate Profile

·       Minimum 10~12 years of experience in managing End Users ‘s service in financial institution environment

·       Must be a degree master’s degree/Engineering/ graduate.

·       Must be able to work in Singapore and Paris business hours and to attend calls post working hours whenever required

·       Customer service oriented, able to work in a dynamic and fast paced environment

·       Knowledge and/or hands on working experience with emerging technologies Copilot, Claude,

·       Excellent communication, interpersonal and logical skills

·       Must be self-motivated and should demonstrate keen attention to detail and possess the ability to work autonomously

·       Ability to work under pressure and a commitment to solving issues.

·       Customer service oriented and a strong team player.