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Technical Support Manager, Field Service


HK, No ZipCode

Req ID:  79033
Facility:  Hong Kong-9998
Department:  Field Services APAC
Division:  Global Business Services

Technical Support Manager, Field Service

Basic Function

IT Field Services is the face and voice of IT with local presence on all our sites. They act as ‘advocate’ for the user community as well as for the IT organization. Field Service strive to allow continuously enabled local businesses by shortening outage time, fulfilling business needs and by using the right people, tools and processes, while respecting global rules and standards.
Field Service members are the translator between business and IT. Through appropriate consulting and training Field Service ensure IT knows business requirements and users know how to use implemented tools and processes in an efficient way.

The position will oversee 3 direct reports, with a total organization of 20+ employees along with outsourced partners across the Asian region (incl. Middle East and Australia). Financial accountability includes direct management of an annual operating budget of ~$7 million.
The incumbent is responsible for managing the Field Service Team in the region. She/He is ensuring that users in this region have the access to information and effective communication capability required for conducting their business and operations while operating in accordance with global IT strategies and architecture. Drives for improvements in service performance and cost efficiency with a resolute focus on operational excellence and that all services will fully align with business objectives and priorities

Roles & Responsibilities

•    Ensures that IT systems in the region are secure, dependable, and perform to the agreed standards.
•    Is responsible for the efficient delivery of IT Field Services to the organization. 
•    Is responsible for the effective resourcing of the region organization and managing the  performance of the team. 
•    Provides leadership in the IT organization in the region, manages IT teams in commercial offices and also in sites including JVs.
•    Ensures an efficient response from the organisation to customer requirements, facilitating positive customer relationships and user satisfaction while ensuring adherence to IT standards. 
•    Identifies potential IT solutions for multiple and complex business situations and issues, and provides solutions that align to the business, global IT standards and policies.  
•    Ensure that there are clearly defined and capture meaningful metrics on departments performance including a monthly reporting. 
•    Manages processes for leveraging and using resources to meet customer needs. Also, influences and guides key management and users.
•    Liaise with relevant IT groups to identify and drive opportunities for advancing delivered services.
•    Participate in the worldwide IT governance structure, setting global IT strategies and directions related to infrastructure and its supporting processes.
•    Ensure effective and appropriate change management is applied for IT infrastructure projects, planned maintenance and unplanned outages in the IT Infrastructure.
•    Prepare budget for the region and control level of spending against budget
•    Ensure compliance with the relevant standards, controls and procedures.
•    Ensure the service performance of local telecom service providers, mobile service operators and ISPs. 
•    Responsible for local IT and telecom vendor management, price negotiation and contract renewal.
•    Responsible for IT procurement in Asia

Min. Qualifications

•    Foster a culture of safety
•    Proven leadership ability
•    Gaining the confidence and trust of others through honesty, integrity and authenticity 
•    Stepping up to address difficult issues, saying what needs to be said, acting with integrity, doing what is right 
•    Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Fosters a culture of learning 
•    Holding self and others accountable to meet commitments
•    Consistently achieving results, even under tough circumstances
•    Building partnerships and working collaboratively with others to meet shared objectives, within and across functions
•    Building strong customer relationships and delivering customer centric solutions. Focuses on internal and external customers


Builds effective teams
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

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