MakatiAPAC Regional IT Support Senior Manager ( Job Number: AGD010QF ) Primary Location : PH-PH-Makati Other Locations : AU-AU-Sydney, HK-HK-Hong Kong
Description
Main Purpose of the Job:As part of the Arcadis IT Support Service Line, the role of Senior Manager Regional IT Support APAC reports to the Director of IT Support. The individual will oversee all IT Support operations within the AAS & AAP region, including the IT Support services delivered by the Global Shared Service Centre Manila. This position will be based at any one of four office locations in the APAC region (Sydney, Hong Kong, Manila, or Kuala Lumpur)
Job Description (Key Responsibilities):We are looking for a Senior IT Manager with a proven track record of managing stakeholders at all levels of the Business and across multiple geographies/cultures. The person will work closely with the regional CIO & Service Line leaders and will act as the single point of contact for Support services, during the agreed regional support hours.
To be accountable during the agreed regional support hours for delivering support to global users on behalf of the global service lines in accordance with their needs and within the agreements made with each global service line within the global IT support strategy
Is responsible during regional support hours for the execution of global support, ensuring that levels of quality are maintained and that IT Support business targets are attained on a consistent basis
To act as the process manager for the support processes during the regional support hours, directing and leading the Support team and contributing to continual improvement
To ensure that, during regional support hours, support is providing an efficient customer centric delivery, in collaboration with both internal and external service providers, working within our support processes and principles with an overall aim of offering seamless support to all staff and customers, and contributing to improvements in the end user experience
To present the transparent support performance reports including monthly dashboarding to the regional CIO and stakeholders within the region, using such reports to gather feedback which can drive continuous support improvement
To present support performance reports, ensuring that our customers have visibility of our support services and performance against our targets
To be an active member of the support management team, contributing to the overall support strategy, making effective decisions on support delivery and defining and presenting support improvement opportunities to the support management team
Qualifications
Job Requirements & Person Specification (Qualifications, Experience, Skills & Behaviors)
Knowledge & Experience
A sound working knowledge of the of the following areas/systems:
IT support / ITIL processes / ISO 20000 / COBITv5 / CMMI-SVC
The use and management of service desk systems and data analysis tools
The development and implementation of support models and service level agreements
Knowledge of management reporting techniques including the production of performance dashboards and presentation of information to different stakeholders
Proven experience of effective resource management including forecasting techniques and negotiation skills.
Successful management of significant projects leading to delivery of required outcomes including leading the work of a project team
Educated to Degree standard or equivalent experience within a service management role.
Formal SDI or ITIL Qualifications to include foundation level and other service management disciplines.
Successful management and development of a team of skilled IT professionals, instilling a culture of customer service and technical excellence
Significant experience of successfully developing and supporting IT Services for an organization of comparable size and complexity, with particular attention to user experience, performance, robustness, security, scalability and cost effectiveness
Experience of building and maintaining successful relationships across organizational boundaries, delivering a high standard of customer service, developing the services beyond expectation where possible
Context Information
Revenue/Financial/Budget responsibility: €1m
No of reports direct/indirect: 40
Reports to Global Director of IT Support
Functional Skills
Project and/or Program management certification (PMI, Prince2, etc.)
Agile project management and scrum
Financial management
Governance, principles and policies
Team leadership & people management
Business knowledge & relationship management
Role Competencies
Governance and Strategic Planning
Project and program management
Risk management
Client and supplier management
Service strategy
Financial Planning
Our Values
Integrity - We always work to the highest professional and ethical standards and establish trust by being open, honest and responsible.
Client Success - We are passionate about our clients’ success and bring insights, agility, and innovation to co-create value.
Collaboration - We value the power of diversity and our global capabilities and deliver excellence by working as One Arcadis.
Sustainability - We base our actions for clients and communities on environmental responsibility and social and economic advancement.
People First - We care for each other and create a safe and respectful working environment where our people can grow, perform, and succeed.
Job : Enabling functions
