Title:                           Manager, Infrastructure & ServiceDesk, APAC

Division:                     Technology & Systems

Reports to:                Senior Director, IT Infrastructure & ServiceDesk, Global

Location:                   Hung Hom, Hong Kong

Job Status:               Full-Time (Hybrid Work) 

About Vantage Data Centers

Vantage Data Centers is committed to being a workplace of inclusion, equality, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience. 

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. 

Technology & Systems Department

The Technology & Systems department drives technological innovation for the company and advances the technology strategy to support global growth.  This includes IT, Software Development, OT / Automation Systems, and business process improvement. At Vantage, we are very hands on.  In most cases, we specify, purchase, configure and maintain all networking and server hardware.  We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions.  The Technology & Systems department participates in designing each of our new data center building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels…), wireless AP coverage, etc. 

We rely on extreme collaboration with Sales, Construction, Operations and Corporate Functions to drive simplification, establish global standards with continuous improvement and speed to value. We are working to build a reliable, scalable, sustainable, and secure technology roadmap/landscape that enables us to better serve our customers and employees and be the partner of choice. Our focus on speed to value with extreme collaboration and financial/execution discipline. We strive to double the good, halve the bad, in half the time. 

Essential Job Functions

• Lead the technology strategy and roadmap for ServiceDesk and IT Infrastructure.
• Develop and deploy infrastructure solutions with an emphasis on global consistency, reliability, security, scalability, and reduced total cost of ownership (TCO).
• Manage, build, and develop a globally deployed customer-focused team for ServiceDesk which includes IT Helpdesk, corporate hardware and software solution, Desktop Administration, Monitoring Critical Systems, and Major Incident Management
• Ensure data policies align to the data governance foundation, regulatory requirements, and certification requirements to ensure compliance at the enterprise level
• Build a strong high performing team of IT Infrastructure & ServiceDesk professionals at Vantage.

Duties

• Drive technology rationalization and continuous business process improvements for IT Infrastructure & ServiceDesk that leverage developments in the industry and serve the needs of the business. Goal is to adopt best practices, increase reliability, improve scalability, reduce TCO (total cost of ownership) and boost the T&S brand and credibility 
• Have extreme collaboration with business stakeholders, CyberSecurity, and CIO Partners to identify opportunities, build business cases, and deliver results that improve user experience with speed to value
• Ensure 100% uptime for data center availability to customers with automated KPIs for measuring performance, demonstrating uptime, and providing self-service for customers
• Build discipline and rigor in projects to consistently deliver on time, in budget, and with high quality
• Develop strategic partnerships and alliances with functional leadership across the organization as well as vendors to ensure that technology solutions are effective and in alignment with functional and organizational needs 
• Stay abreast of the latest technologies/trends and how they can be applied to current and future business needs 
• Collaborate with Procurement to proactively plan for contract renewals and true ups, negotiate better Ts & Cs and avoid vendor lock-in
• Establish standards of performance and monitor conformance for both staff and strategic partners 
• Create test infrastructure and ensure technical problems are resolved in a timely plus cost-effective manner 
• Develop, monitor, and report on departmental technology key performance indicators 
• Develop and maintain IT policies and IT standards with a clear aim to control IT spend related to construction, Operations/Customers Corporate Functions, acquisition and implementation of new IT systems
• Implement and maintain annual IT operation and IT capital budgets, aligned with the global needs of the business and Technology & Systems teams
• Develop and maintain IT policies and IT standards with a clear aim to control IT spend related to construction, Operations/Customers Corporate Functions, acquisition and implementation of new IT systems

Job Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field is required
• 10 years of progressive IT or technology experience with proven track record of success in leadership positions
• 4 years of experience in a managerial level role at mid to large companies leading and transforming IT Infrastructure and ServiceDesk successfully
• Data Center, Manufacturing, or Mission Critical industry such as water/wastewater, power, oil & gas related industry experience with hyperscale infrastructure is preferable.
• Proven ability to operationalize Infrastructure and ServiceDesk implementations in a 24 x 7 support model
• Ability to prioritize and manage multiple ongoing projects and responsibilities to meet business technology needs 
• Exceptional interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
• IT resource and capacity planning experience is required
• Experience in mergers, acquisitions, and divestitures is a plus
• Familiarity with IT risk management and compliance standards.
• Essential functions of this position are to be performed in a company-designated office or field location 
• Travel required is expected to be less than 25%, but may increase over time as the business evolves 

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage Data Centers team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.