As Director, Service Delivery you will be accountable for Elog product performance through END to END Service Delivery & Service Management of the IT Products, drive product innovations, accountability, management and governance of all elements of IT service management through effective relationship management and communication with customer, vendors, internal service management communities and other regional IT teams.
Product Support & Service Management
• Develop and embed global standard support model for Elog support
• Delivery of new services in scope time and budget
• Realize optimal system stability against lowest cost
• Design of the service portfolio and strategy and implement new processes in the service
• Drive and support continuous supplier service reviews and tracking. Monitoring service performance and progress.
ITIL processes:
• Incident Management: delivery of 24x7 high performance service, reduction of incidents (zero incident strategy), minimize recovery times
• Problem Management: structural resolution of incidents by delivering final fix based on RCA, leverage the problem management globally, reduce investigation time, drive improvement plans
• Change Management: embed effective change management process
• Continual improvement: embed process & follow-up globally
Service asset and capacity management:
• Ensure CMDB is in place and govern the asset of the service through strong service asset processes.
• Support the infrastructure guidelines definition and perform regular capacity assessments
Strategy:
• Responsible for ensuring that service management tools, methodologies, governance and standards are understood and form part of the APAC SL IT strategy.
Business Partner:
• Build strong working relationships with Product Managers (Regional and Global)
• Build strong working relationships and be the key contact with outsourced vendor for application support
• Act as IT service liaison point for APAC IT and Global service management communities.
• Act as IT service liaison point with regional and global IT & business leads
• Take responsibility for all communication in relation to IT service management.
Finance/ Projects:
• Identify, define and drive Product Innovations in Elog and surrounding areas.
• Drive global standardization of operations & IT processes through collaboration with other entities/disciplines
• Drive global standardization of product support & service in line with standardization of operations & IT processes
Business Development:
• Lead service management support for new business initiatives.
• Prepare documentation for internal and external meetings /presentations, and in RFQ/RFI documents and sales collateral.
• Contribution to improving the business unit P&L through cost effective usage of IT services and solutions
Service Management:
• In collaboration with Product Managers, define and measure vendor’s performance via KPIs and service reviews.
• Be the escalation point on APAC SL IT service management issues.
• Develop, maintain and execute robust capacity management plans
• Maintain and report on service demand pipeline.
• Take responsibility for setting and managing the Global and APAC service management budgets.
• Manage all audit activities (internal and external) for APAC IT.
• Continual assessment of service management tools, costs and standards.
People Management:
• Drive Global CoE/CC Management Teams and contribute CoE/CC strategy & direction
• Lead and develop Product Support & Service team
• Ongoing assessment of the skills and competencies within the teams – ensuring training and development plans are in place to address any gaps / needs.
• Communication – contribute to the effective communication structure in place i.e. weekly/monthly team meetings.
• Coach/mentor other members of the IT community to understand and work closely with SL IT service management.
Desired Skills and Experience
To be successful in this role, we are looking for below experience and competencies:
You will have strength in software, hosting platforms, service management and product, as well as in continuous improvement, driven with a focus on standards and repeatable/robust models. You must be exceptionally customer focused with the ability to create a culture of Customer centricity.
Experience:
More than 10 years' experience within IT, 5+ years of Global / Multinational Corporate experience, and 5+ years leading delivery teams
Competencies:
• Process driven with strong leadership skills
• Project Management skills preferably holding relevant qualification
• Exceptional customer relationship management skills
• Excellent written & oral communications skills, organizational /scheduling abilities
• Has operated in an environment which required a detailed understanding of complex Technologies
• Ability to effectively interact with all internal/external stakeholders involved in providing service to the customers, as well as customers at all levels in the organization.
• Exhibit a thorough understanding of implementation and operational issues, demonstrated by a practical approach to technical problem solving
• Ability to develop and implement process improvements, hereby cooperating with all organizations involved in providing service to the customers
• Strong logistics knowledge
• Service Management expert and champion.
• Ability to influence and work with others outside of direct control
• Ability to prioritize issues across complex matrix organizations
• Experience of leading teams from broad geographies and cultures
Subject Matter Expertise:
- Advance IT skills (software/hardware)
- Advanced service management skills
- ITIL & Project Management Certificate
- Commercial and IT Financial Awareness
- Budgeting and cost controlling and modeling skills
Autonomy: Must be a self-starter, proactive and highly organized. Delivery focused and undeterred by obstacles and set-backs.
Influence: leadership type approach. Pragmatist and diplomatic. Develops long-term strategic relationships with internal and external customers. Able to gain consensus.
Complexity: Complex work activities covering different regional and cultural environments, technical and quality aspects.
Business Skills: Range of collaboration and relationship skills involving business and IT representatives. Delivery focused.
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