Country End Users Services Manager
HP Enterprise Services
مجموع سنوات الخبرة :25 years, 9 أشهر
Principal Accountability:
1. Responsible for an IT service, ensuring that Service Level Agreements are met and delivering client satisfaction such as desktop, network or infrastructures and applications
2. Manages relationships with outsourced partner, account team, regional team and customers
3. People management activities including recruiting, personal development, performance management, compensation and team alignment
4. Drives improvement in the end user experience of IT
5. Responsible for operation cost, resources allocation and planning to ensure delivery of business benefits
6. Responsible for project delivery and to ensure the project met the scopes, cost and specifications
7. IT Service community management and escalation
8. Defines and evaluates changes to the services to meet customer needs while adhering to HP standards
Involved in some IT projects as Country Operation Lead include:
1. Philips Support Services
2. Unilever Service Desk and End User Computing Services
3. Pfizer Support Services
Principal Accountabilities:
1. Analyze IT Operational requirements based on the business requirement, user's needs, budget and cost constraints to provide recommendations, alternative, and the appropriate implementation plan.
2. Analyze current business practice; provide recommendation to improve current practice for better process in providing services to users.
3. Control and monitor the daily IT operational activities and end users satisfaction
4. Monitor and supervise Enterprise Resources Planning Implementation Project and the ERP maintenance.
5. Analyze budgeting, forecasting, and cost within the area of responsibility to ensure that the operational in IT Department does not exceed budget limits at any time.
6. Plan, design, and implement enhance network and application system to support core business.
7. Responsible to deliver daily IT services and ensuring that Service Level Agreements are met and delivering client satisfaction such as notebook, desktop, infrastructures and applications
8. People management activities including recruiting, personal development, performance management, compensation and team alignment.
Principal Accountabilities:
Manage, maintain, deliver and operate IT infrastructure in area:
1. Analyze IT Operational requirements based on the business requirement, user's needs, budget and cost constraints to provide recommendations, alternative, and the appropriate implementation plan.
2. Responsible to deliver daily IT services and ensuring that Service Level Agreements are met and delivering client satisfaction such as notebook, desktop, infrastructures and applications
3. People management activities including recruiting, personal development, performance management, compensation and team alignment.
4. Responsible for operation cost, resources allocation and planning to ensure delivery of business benefits
5. Manages relationships with outsourced partner, account team, regional team and customers
6. Responsible for project delivery and to ensure the project met the scopes, cost and specifications
7. IT Service community management and escalation
8. Responsible for project delivery and to ensure the project met the scopes, cost and specifications
9. IT Service community management and escalation
The managed service projects that I involved in are:
- Mining: Inco
- Oil and Gas: BP, Vico, Pertamina, Donggi Senoro, Medco, Conoco Phillips
- Banking and Finance: BI, BII, BSM, DBS, ANZ, SCB
- FMCG: Coca Cola, Nestle, Sari Roti, MAP
Principal Accountabilities:
Manage, maintain, deliver and operate IT infrastructure in area:
1. Analyze IT Operational requirements based on the business requirement, user's needs, budget and cost constraints to provide recommendations, alternative, and the appropriate implementation plan.
2. Responsible to deliver daily IT services and ensuring that Service Level Agreements are met and delivering client satisfaction such as notebook, desktop, infrastructures and applications
3. People management activities including recruiting, personal development, performance management, compensation and team alignment.
4. Responsible for operation cost, resources allocation and planning to ensure delivery of business benefits
5. Manages relationships with outsourced partner, account team, regional team and customers
6. Responsible for project delivery and to ensure the project met the scopes, cost and specifications
7. IT Service community management and escalation
8. Responsible for project delivery and to ensure the project met the scopes, cost and specifications
9. IT Service community management and escalation
Principal Accountabilities:
1. Analyze hardware and software requirements based on the business requirement, user's needs, budget and cost constraints to provide recommendations, alternative, and the appropriate implementation plan.
2. Analyze current business practice; provide recommendation to improve current practice for better process in providing services to users.
3. Control and monitor the daily assignments in area of responsibility, include maintain customer relationship and follow up with all the subordinates to maintain backlog.
4. Monitor and supervise special project related to development and improvement in MIS services including new software implementations across all desktops at sites to ensure they meet with project timelines.
5. Coordinate and work with other MIS departments in handling issues to ensure customer's problems are resolved.
6. Analyze budgeting, forecasting, and cost within the area of responsibility to ensure that the PC support in the area does not exceed budget limits at any time.
7. Provide information and recommendation to the IT Manager to establish policy and procedures related to services improvement and to comply with company strategy and procedures.
8. Analyze and report any obstacles, ongoing activities, projects, and improvements or required improvements based on the valid services data reported monthly to IT Manager.
9. Monitor Engineer's performance on a daily and periodic basis to ensure that they meet, or exceed levels of performance specified in their job descriptions, include their discipline, attendance and policy compliance.
Involved in The Following Projects:
1. Windows XP Deployment Project (As Project Manager)
2. PC Hardware and Printer Replacement Project which replaced 2500 PCs and 1500 Printers (As Project Manager)
I got scholarships from State of Indonesia Ministry of Communication and Informatics for my master's degree.