Job Purpose
This individual contributor role is responsible for the field IT services portfolio which includes all infrastructure services within the country / countries as well as all IT service management activities including incident management services and process activities. This role provides IT support to line user departments while driving key customer initiatives / projects.
Responsibilities
Field IT and Service Management
- Manage and maintain ensuring readiness and good functioning of all infrastructure services in different offices / countries including hardware infrastructure, server maintenance, site network support (connectivity, equipment, wireless, VPN) and devices support (RF handhelds, truck mounts, voice headsets).
- Handle and resolve all IT service management issues including anti-virus installation and incident management, warranties and licensing, performance tuning and monitoring and driving root cause analysis.
- Liaise with external vendors where necessary
Support Business Operations
- Serve as a business partner to the Operations team, providing the best end user care (EUC) support, to ensure customer satisfaction, drive customer success and promote APLL's growth.
- Provide IT specialist advice and help to resolve key customer queries and issues.
- Engage with respective country stakeholders to understand key customer requirements and execute a IT plan that can improve the quality of the website/ portal/application software and supporting infrastructure to better support users’ needs.
New Technology Roll-Out, Refreshment and Enhancement
- Provide end user computer technology refresh for aging/end of life machines, windows upgrade and office products as well as IT infrastructure and services such as network devices, access points, firewall, RF equipment etc.
- Prioritise between delivery of field IT and service management issues and technology refresh based on key business issues / projects that are aligned to the overall strategic direction of APLL.
- Maintain and improve day-to-day digital channel operations and functionality.
- Support technical changes for these digital platforms; assess and understand the implications of technical changes to the customer experience.
- Support and enable a hybrid working environment and increased connectivity for all employees whilst improving employee productivity in line with APLL being an employer of choice.
-Continuous improvement and implement cost-saving initiatives to optimize IT cost while maintaining high service levels.
Vendor Management at a Country Level
- Support the identification of new vendors for current and emerging technology
requirements for APLL to ensure vendors can meet APLL's requirements
- Manage the performance evaluation off vendors based on established criteria
to facilitate decision-making for short- and long-term
- Analyse periodic business performance reviews with technology vendors in the
form of QBRs to assess and communicate performance against established
criteria, identify and raise issues for remediation\
Qualification
- Bachelor's Degree or Equivalent Level
- Strong negotiation, excellent communication and good presentation skills.
- Possess strong technical expertise in a multi-technology platform environment, and possess good understanding of logistics operations to conduct and manage project development.
- Other key competencies include building effective teams, dealing with ambiguity and strong customer focus / orientation.
- Minimum 2 years’ experience in IT management.
- Prove experience in managing and implementing Microsoft products.
- Strong expertise in M365 is key requirement, with experience in ITIL/Service Management is a plus.
