Field Service Delivery Mgr./Infrastructure Support Stream Lead
*Position location to be determined by home country of successful candidate within the Asia Region.
PURPOSE OF THE POSITION:
The Field Service Delivery Manager/Infrastructure Support Stream Lead – Asia (IT Manager II) role within the Engagement and Service Management is responsible for supporting and maintaining global IT processes and standards within their NO and/or Region. As an IT Manager II, the role is responsible for assisting the national offices within the Asia time zone and the teams that support all enterprise applications and systems, all infrastructure operations, the service desk (help desk) operation, and ITIL processes. Primary responsibilities of the role will include managing, planning and prioritizing the support and ensure end users are receiving superior client support and IT services. The role will
implement and enforce ITIL and ITSM processes and procedures to ensure a stable environment.
Major responsibilities will include, but are not limited to:
The position reports to the IT Time Zone Lead - Asia and is responsible for managing the service delivery team.
Department Management: Assign and allocate responsibilities and resources, provide ongoing feedback and influence organization national office IT teams to ensure high level service levels are met; Champion for pushing IT standards, procedures, policies, and best practices to the national office IT teams.
Infrastructure Engineering: Provide advisory services to national offices for infrastructure and connectivity of the time zone’s enterprise application systems, data center operations, server and network infrastructure. Accountable for ensuring availability, reliability, security, accuracy, currency, and performance through proper installation, configuration, monitoring, troubleshooting, and maintenance of the enterprise applications. Plan and propose infrastructure upgrades, acquisitions and configuration changes.
Service Desk Operations: Provide support for escalation, coaching, monitoring incident volume, supervision and ITIL process ownership for Incident, Change and Problem Management processes.
Service Levels: Work with regional IT directors and national office IT managers to establish and maintain Service Level Agreements (SLAs) for the infrastructure and each application system. Ensure that all national offices in the time zone receive effective infrastructure and application support as needed.
Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this job family provides technical and business leadership to their organizations as well as to the business.
IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and leading the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.
To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of client’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must have excellent communication skills and the ability to influence others.
Business and IT Strategy:
Implements the tactical components of the IT strategy at a Regional level.
Works with business partners to understand business needs.
Manages the development and implementation of IT initiatives to support business strategy.
Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).
Consistently advocates for the change.
Coaches staff through the change.
Identifies and removes obstacles to change.
Provides input into demand management process and executes on plan.
Provides input to technology planning within their NO and/or Region.
Implements solutions consistent within current context of overall architecture.
Implements defined process improvements.
Participates in the development of IT budgets.
Tracks and takes appropriate steps to stay within budget.
Provides high-quality services at optimal cost to customers.
Assists with measuring service performance and implementing improvements.
IT Technology Development:
Assists with development, and implementation of technologies to improve the performance of a business efficiency and effectiveness.
Service Level Agreements (SLAs):
Participates and provides input to the SLA development process.
Ensures internal SLAs are met.
Identifies and confirms performance problems and notifies contract managers.
Meets regularly with team to gather work statuses.
Discusses work progress and obstacles.
Provides advice, guidance, encouragement and constructive feedback.
Ensures work, information, ideas, and technology flow freely across teams.
Establishes measurable individual and team objectives that are aligned with business and organizational goals.
Documents and presents performance assessments.
Recognizes and rewards associates commensurate with performance.
Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
Identifies the roles, skills and knowledge required to achieve goals.
Ensures staff has the resources and skills needed to support all work initiatives within the assigned function or Center of Competency (COC).
Participates in IT workforce deployment activities.
KNOWLEDGE, SKILLS & ABILITIES:
Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Requires experience in supervising and building relationships with people at a variety of levels.
A minimum of ten-year experience managing leaders and staff, including the hiring, retaining top talent, coaching, and performance appraisal work across technology teams.
Typically has 5 to 7 years of relevant IT and business work experience.
Requires demonstrated ability to launch and deliver a single IT project on time and within budget.
Willingness and ability to travel domestically and internationally, as necessary.
Effective in written and verbal communication in English.
Certification in ITIL V3 Foundations required, additional ITIL certifications highly preferred.
Knowledge of and experience with current best practices and methods in infrastructure engineering and application administration.
Knowledge and skills in technical areas (e.g., Windows server operating systems, Cisco Meraki, Fortinet, etc) relevant to support of the organization’s applications and application platform. Ability to evaluate staff knowledge and performance effectively in these areas.
Travel and/or Work Environment:
The position requires ability and willingness to travel domestically and internationally up to 25% of the time.