RESPONSIBILITIES:

• Manage relationship with regional key stakeholder, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate level of customer satisfaction.
• Accountable to optimize, validate and maintain partner metric and SLA.
• Performs periodical audits on service quality and insure service level agreements are met.
• Participate in regional or global initiative around Service Desk and Onsite support services..
• Participate actively in the ITAM process.
• Participate in ITGC compliance regulatory audit.
• Anticipate and identify issues that can inhibit service performance and collaborate with the process coordinators to find and apply corrective actions.
• Meet regularly with regional stakeholder or service user to get feedback. Accordingly, from the feedback develop action plans and follow them through closure.
• Participate as a service quality assurance gatekeeper for all IT pilot project, ensuring that the service is ready end to end;
  • Test the product, the documentation and its process,
  • Make sure content in the how-to documentation is ready for the end user (comprehensive),
  • Make sure all the necessary tools are available.
• Manage risks and impacts of newly delivered changes in regard to supportability, quality, and business readiness. Ensure communication and change management activities are in place and reflects the proposed changes or new services.
• Participate with regional communication and marketing leader in communication initiative.
• Support Solution design teams regarding Software and Hardware standardization.
• Assist the regional stakeholder in requests from users on specific IT Hardware or Software Asset Management information.
• Participate actively in governance led by the different coordinators
• Participate in the development of Global IT Standards and work with the business and IT teams to ensure they are being applied. 

Education:

• Bachelor’s degree in Computer Science or equivalent.
• Possess relevant certifications in the ITIL framework would be an advantage.

Experience:

• At least 10 years of relevant experiences in IT industry.
• 5+ years of relevant service experiences.

Requirements:

• Strong team working skills across matrixed client, supplier and geographically dispersed virtual teams.
• Demonstrated experience working for large organizations.
• Proven ability to facilitate change management with teams.
• Good negotiation and resolution skills.
• Excellent communication skills, verbal and written.
• Fluent in spoken and written English, Cantonese, Putonghua an advantage.
• Ability to work within diverse, global, virtual teams.