Regional IT Services Manager - Southeast Asia
Servcorp
مجموع سنوات الخبرة :17 years, 5 أشهر
• Manages IT Services Teams and Managers throughout the 11 different locations in 4 countries of Southeast Asia Region to ensure that excellent IT services are provided to customers
• Coaching and supporting Southeast Asia IT Teams, Team Leads/Senior Technicians for their performance appraisals and development
• Development, agreement and management of stringent and effective SLAs and OLAs between internal groups and customers
• Ensure that KPIs and SLAs are met and ideally exceeded
• Implements standard ITIL processes from incident to problem management
• Plans, implements and improves processes to enhance operations
• Implements and manages Regional Projects in every part and ensure of its best outcome and cost effective
• Implements Regional IT budget to get the best price from existing and new suppliers and distributors for cost effectiveness
• Ownership of the swift technical resolution of critical incident and problems
• Ownership of the design, implementation and management of a service strategy from a customer, technology, cost and service improvement perspective
• Management of IT suppliers and contractual matters
• Manages day-to-day client interaction, and sets/manages customer expectations for Southeast Asia
• Maintains accurate schedules of projects and communicates timeline concerns and issues as they arise to the appropriate teams to assist in revising the schedule.
• Communicates and coordinates with Vendors and outside Solution Providers to set timelines minimizing exposure and project risks.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Coordinate across IT teams in performance of duties
• Manages scheduled technical activities onsite on weekly, monthly and quarterly basis
• Manages activities of onsite technicians from preparation, through onsite to offsite and follow-through to documentation complete
• Lead regular gap analysis on technician skillset for onsite activities and suggest fixes
• Adhere to customer norms with regard to incident and change management
• Produces weekly, monthly and quarterly activity and commitment reports
• Develop, implement, and enhance the policies, procedures, standards, and guidelines that govern the operations of the department.
• Works with other departments to understand their needs and develop ways to improve business processes to enhance overall operating efficiencies.
• Oversee staff training.
• Documents processes and procedures.
• Implements ITIL workflow process and procedure.
• Created and maintains SLA and OLA management and structure and ensures that its always met/exceeded
• Works together with the Managing Director to establish help desk system for task management and project management.
• Acts as a Project Manager and Business Process Manager and creates long-term strategies for growth and maintenance of IT department, and makes budgetary recommendations to upper management.
• Analyzes IT Engineers activity and makes recommendations for changes in service desk procedures and systems to upper management.
• Confers with managers and directors from different BUs to determine support requirements for new features, applications or company’s system functionality. Procures IT hardware and software products as needed.
• Manages the implementation of procedural changes for the global service desk operation.
• Working in partnership with the company owner, create the strategic plan and implemented processes and approaches to achieve it.
• Coordinate the operations plan and budget.
• Lead the performance management process that measures and evaluates progress against goals for the organization.
• Provide for all staff a strong day-to-day leadership presence; bridge national operations and support an open-door policy among all staff.
• Provide effective and inspiring leadership by being actively involved in all programs and services.
• Provide technical support for the various software programs.
• Troubleshoot, configure and activate BlackBerry units. Document all service and incident requests to the company's Online Ticketing System.
• Briefs clients and/or management on the status of resolution efforts.
• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards using appropriate escalation procedures.
• Supports and documents a variety of computer hardware and software issues of agents.
• Validates, investigates and resolves these issues within established guidelines.
• Ensures that the call quality and quantitative standards are observed in meeting customer care needs.
• Acts as a coach and mentor to the team, individually and as a group, to enhance the skills and abilities of every member to meet and exceed the team’s everyday target metric.
• Taking in escalated calls and provides technical support solutions to clients.