We are seeking a future team member to assume the role of VP, APAC End User Services Lead within our Engineering team. This role is located in Singapore - Hybrid.
This hands-on role provides leadership for the delivery and support of the End User Workplace Technology environment and services across the APAC region. The candidate will be responsible for adding value to the development, support, processes, buildings, client interaction & experience products and services associated with workplace related technologies.
You are the right fit for this role if you:
- Ability to build strong stakeholder relationships
- Have hands-on approach to work and 'can-do' attitude to start and finish ideas execution
- Enjoy simplifying complex problems, tackling interesting and meaningful challenges
- Enjoy working in fast paced collaborative, agile and cross functional environment where talent is valued over job title
- Highly motivated and self-starter individual
- An excellent communicator, self-driven and entrepreneurial with a strong sense of ownership
- Fast learner and have interests to learn new technology and frameworks as needed
- Highly collaborative, able to effectively navigate organization boundaries.
The APAC End User Services Lead will be responsible for:
- The OLA/SLA-based onsite support service within the APAC region
- Hold a deep understanding of technologies and the current trends within your span of control.
- Contributing to the short to long term strategies on End User Technology for the region
- Ensure appropriate tools are utilized for the support team to conduct their role effectively, continually assessing fitness for purpose
- Building and maintaining strong, productive relationships with the business and acting as an escalation point for the delivery and support of technology services within region
- Support and escalation of the industry standard end-user technologies utilized by the organization, including hardware builds and standards, OS support and patching, virtual desktops, remote working and support, M365 suite, network and infrastructure knowledge
- Mentoring and coaching staff in communication to the business, third party suppliers and other areas of Technology
- Ensure compliance and administrative functions are completed on time and accurately
- Ensure governance is adhered to and manage risks to meet or exceed internal and external audit requirements (includes all Production and Disaster Recovery environments)
- Delivering projects aimed at improving end user experience and managing risks within the organization
Core Competencies of the role include:
- Global Acumen - Developing and incorporating an understanding of the competitive global business environment as well as an awareness of economic, social, and political trends that impact the organization’s global strategy
- Establishing Strategic Direction - Establishing and committing to a long-range course of action to accomplish a long-range goal or vision after analyzing factual information, and assumptions taking into consideration resources, constraints and organizational values
- Developing Strategic Relationships - Using appropriate interpersonal styles and communication methods to influence, collaborate and build effective relationships with business partners (e.g. peers, functional partners, external vendors, and alliance partners)
- Building Organisational Talent - Attracting, developing, and retaining talented individuals. Providing timely coaching, guidance, and feedback to help others maximize their potential and meet key accountabilities. Using appropriate methods and interpersonal styles to develop, motivate and guide a team toward successful outcomes and attainment of business objectives.
- Change Leadership - Continuously seeking (or encouraging others to seek) opportunities for different and innovative approaches to addressing organizational problems and opportunities.
- Client Orientation - Cultivating strategic client relationships and ensuring that the client perspective is the driving force behind all value-added business activities
- Driving Execution - Translating strategy into operational reality. Breaking down strategic priorities or business initiatives into key tasks and identifying accountabilities. Aligning communication, people, culture, processes, resources, and systems to ensure effective implementation and delivery of required results
- 8+ years of technical and management experience required; experience in the securities or financial services industry is a plus
- Bachelor's degree in a related discipline or equivalent work experience required
- Provides subject matter expert level of support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination, and follow-up on straightforward and some more complex end user related IT problems and ensures resolution.
- Provides local smart hands capability and maintains management of End user Assets.
- Consults to business management on all aspects of applications and technology-related support activities or manages a small to medium-sized team responsible for all aspects of applications and technology-related support activities.
- Consults to clients and/or support business partners on alternatives to target business needs and opportunities, evaluates, recommends, and redesigns processes. Manage known risks and identify new ones.
- Coordinates and leads regularly scheduled meetings with clients and/or end-users to fully understand their day-to-day operations, define their processing needs, and to help them achieve their objectives.
- Collaborates with end user services owners to identify opportunities and drive improvements in the service.
- Designs and maintains standard operating procedures.
- Manage known risks and identify new ones. Foster the concept of continuous process improvement.
- Directs, motivates and develops analysts maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team and may oversee support technician teams and participates in the recruiting process (where applicable); instructs, assigns, directs and reviews the work of the team.
- Is involved with project planning and project implementation by determining business and technical requirements and consulting on ways to target business needs and opportunities. May allocate/coordinate work within a team/project.
- Determines the client and/or end-user business and technical requirements, identifies appropriate stakeholders.
- To understand configuration and functionality of site technology (including any space where technology is consumed) To have an in-depth level of troubleshooting knowledge to support the primary products and services used by the end user employee base.
Technical Skills/Tools:
- Microsoft suite including general administration and troubleshooting, M365, Win10/11, SCCM, Exchange, Azure fundamentals , Intune and Mac OS
- ServiceNow, JIRA, change and configuration management tools and workflow
- Project management in both Agile and waterfall
- ITIL v4 Service Management
- Virtual/published desktop and infrastructure support
- General end-user technology set, including hardware build, maintenance and support, AV conferencing and collaboration tools
