JOB PURPOSE
- Lead and manage a team of technical engineers and/or an outsourced contracts in order to securely deliver IT end users Services according to the specifications agreed with Business and IT organization in SEA, Singapore.
- Provide 24/7 (Critical issue) reliable and up to date IT services across the ROA landscape of SABIC’s Business operations to serve its customers in SEA.
- Ensure timely and correct delivery of end-users facilities on user desk in conformance with agreed Service Levels.
- Ensure successful Connect to operations of global and regional programs and guarantee maintainability and sustainability.
- Accommodate future growth by making IT systems a facilitating asset when integrating the new business demand, ensure EUS services design to accommodate future growth.
- Lead the physical or virtual stake holder relationship management role in their respective area of coverage, ensure timely update to local leadership about the IT progress and performance, manage the relationship between the global IT country part and the regional IT to ensure smooth IT operations and strategic project rollout.
- Implement regional policies, processes and roadmap in alignment of ROA IT strategy and consultation with regional IT ROA leader.
- Lead local IT vendor engagement and ensure local guide lines follow for smooth vendor operations, team engagement, compliance & work to support the growth of local and global IT growth.
JOB KEY ACCOUNTABILITIES
- Participate and contribute to the development and refinement of IT end user services to ensure Regional IT maximizes its short-, medium- and long-term value to its customer.
- Ensure that global changes with local impact are aligned with regional preferences and that regional changes with global impact are aligned with regional & global directions.
- Formulate and implement plans and budget in line with regional IT strategy as befitting the End User and the needs and objectives of the SBUs in ROA
- Closely work with local business/functional leadership in country to contribute IT strategy and align their business strategy with IT strategy, ensure timely provide the feedback and plan to expansion as per the local directions.
- Lead regional implementation of global projects and drive cross-regional initiatives across ROA.
- Create and manage robust operations review processes, maintaining service levels objectives and continuous improvement initiatives across On-Site Support solutions and services.
- Maintain understanding of critical business processes.
- Establish and lead an effective and efficient operational team, integrating key On Site contacts with appropriate supplier representatives.
- Track and communicate operational metrics (including trending over time) and identify IT process improvement opportunities.
- Participate in teams supporting transformation projects, such as refresh and consolidation strategies and On-Site support technology rollouts
- Work with business and service providers to identify and resolve systemic process and/or service delivery issue.
- Ensure that incidents and problems handled by/with the on-site support are resolved in a timely and effective manner, and reduced by analyzing root causes, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times.
- Tactical and operational alignment with peers in the region to guarantee an effective follow up of incidents.
- Optimize the delivery of existing and new services by the continuous improvement of the on-site support processes and work instructions.
- Ensure execution of firm enterprise and IT policies by the on-site support
- Facilitate collaboration of the on-site support with application architects, engineers, systems administrators, and other technology specialists in project and strategy implementations
- Intake and support knowledge transfer from projects to support organization as well as facilitate training of key users on site support functionalities in coordination with End-user training.
- Provide input for the requirements in projects impacting the on-site support and ensure that the knowledge transfer is done effectively at the end of projects.
- Safeguard quality of the delivered service by checking the impact of the proposed changes before the implementation.
- Professionally handle received complaints
- Be an ambassador for the IT Services organization towards the end-users.
- Oversee that the change request are handled according to the correct procedures and the quality of the input into the change process by user-representatives is at the correct level.
- Optimize the support resources to deliver quality services with most effective cost
- Negotiate and manage outsourcing contracts where necessary to meet agreed SLA targets
- Ensure proper and secure receipt, stock, delivery and disposal of user related HW and SW assets
- Track users related HW assets from purchase to decommission
- Lead as virtual or physical business stakeholder management role in respective region/country, regular participant in meeting, collect feedback, provide IT update & performance and communicate IT strategy which may impact to them.
- Safeguard that procedures regarding IT incident, change, and complaint management are followed
- Direct day-to-day operations, providing expertise and encouraging teamwork, to achieve high performance standards and meet targets
- Secure knowledge level of workforce is up to standard
- Adhere to and promote relevant helpdesk policies and procedures towards the IT organization and end users
- Analyze and check input from KPI measurement
- Take ownership of the processes and work instructions related to the Helpdesk and make sure they are maintained in accordance to the Quality Standards.
- Provide the documents needed to train the user-representatives.
- Ensure local compliance and guide line follow for SEA countries, single face of contact point, work closely with legal, HR, Admin & Vendor to maintain standard
- leveraging partnerships between service contractors, IT teams & stakeholders to enhance and support all modules in system to increase business profitability, increase operation efficiency and increase system resiliency to misuse.
- Exercise financial authority within established limits and control departmental budget expenditure in the region
- Provide helpdesk & end-user services manager (L4) with information related to optimization department performance including cost allocation and cost optimization (input for service bundles)
- Deliver input for departmental annual budget and control expenditures aligned with it
- Manage costs allocation process integrity and completeness
- Plan staffing in accordance with knowledge, experience and demand needs.
- In case of indirect resources, work closely with vendor to ensure proper resources are allocated to onsite
- Conduct appraisals for all internal direct reports to the position, provide feedback to vendor's team leader for indirect users
- Proactively Coach and Mentor the team when applicable, plan to increase knowledge among onsite staff and feedback vendor service leader to arrange require training
- Share official internal and external feedback of team and individuals
- Maintain regular contact with the relevant regional business and IT leaders to ensure services are aligned to their needs
- Ensure involvement of right stakeholders for major incidents communications and resolution on root cause fixes
- Ensure involvement of right stakeholders in pro-active communications regarding scheduled maintenance efforts, planned upgrades & system outages.
- Manage right expectations regarding service levels with stakeholders
- Recognize and acknowledge complaints and concerns
- Analyze recurring incidents and performance of existing systems, processes, people and ensure corrective actions are taken
- Continuously look for opportunities to make the functions’ processes and service delivery more efficient
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
- University degree in IT or Engineering or commercially oriented discipline such as Finance, BA or related fields
- 5-10 years leadership experience in different business or IT functions thorough/extensive IT Knowledge
- 5 years experience in a global virtual Industry or IT environment
- 3-5 years management experience in different business or IT functions or programs/project or direct/indirect team lead
- 3-5 years relevant IT experience such as Infrastructure or end users services or IT security services
