IT Workplace Delivery Manager

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ID: 554557

Location:

Kuala Lumpur, MY

IT Workplace Delivery Manager

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary:

You will be reporting to the IT Workplace Services APAC Lead (based in Singapore), in a single contributor role based in Kuala Lumpur. You will be responsible for overseeing the management, evolution, and support of the end-user computing environment. The role focuses on ensuring that end-users have a reliable, secure, and user-friendly computing environment to support their daily work activities. Responsibilities include providing technical oversight and management of vendor services, formulating common technology roadmaps, transformation, and budget related to IT Workplace services for the group. You will also define and set the strategy, policy, standards, and procedures for end-user technology, implementing and maintaining services in line with these standards and SOPs, ensuring smooth planning and delivery for all projects. In addition, you are expected to have good project management and problem-solving skills. An excellent communicator, you are comfortable engaging with senior stakeholders, meticulous, and driving innovation, efficiency, and competitiveness through the effective use of technology within the organization. You must have a solid technical background and a broad understanding of End User Computing/Desktop environment technologies.

Main Responsibilities:

• Plan and propose transformational changes and identify technology trends, such as AI, and areas for improvement including identifying inefficiencies.
• Plan and execute end-user technology roadmaps, including device refresh cycles, OS updates/upgrades/migrations.
• Develop and enforce policies, standards, and best practices for the environment and management, including security, compliance & configuration management.
• Monitor external IT service providers, ensuring adherence to Service Level Agreements (SLAs) and initiating corrective actions for deviations.
• Liaise with 3rd-party vendors and suppliers to ensure timely resolutions of issues, service requests, and project-related activities.
• Evaluate vendor performance and conduct contract or service agreement reviews as needed.
• Partner with other business units to identify, rectify, recommend, and implement solutions related to workplace technologies.
• Oversee a broad spectrum of Workplace services, including but not limited to:
• End Point Services (M365, Intune, Software Distribution, Patch Management, Image Management, End-Point Protection and other End-User Computing technologies).
• Video Conferencing Services (MS Teams).
• Print Services.
• Mailing & Identity Services.
• Serve as the SME of Microsoft 365 products to oversee and optimize the end-user technology landscape, which may include identity management, multi-factor authentication, and performance for end users by M365.
• Coordinate with regional and local IT for workplace-related activities.
• Propose and implement improvements to streamline processes and enhance productivity.
• Ensure all operational procedures and processes are implemented, maintaining and managing the service requirements.
• Other relevant ad-hoc tasks as assigned by the reporting manager or as required in response to business demands.

Job Qualifications:

• At least 7+ years of experience in end-user computing, with proven experience in managing Workplace services for medium to large organizations.
• Good understanding and hands-on experience in Microsoft end-user technologies and modern workplace in a global/large user environment and vendor management.
• Good exposure to vendor management and partnering with 3rd party service providers.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and end-users from the regions.
• Effective stakeholder management and coordination skills to communicate with a wide variety of people at different levels.
• Good understanding of IT Workplace & Collaboration solutions and relevant market developments.
• Experience with zero trust endpoint security, cloud security, and managing M365 compliance features is a plus.