IT Service Delivery Manager (Asia)

Key Responsibilities

Manages the Asia IT service desk and deskside support, which includes a centralized service desk center and distributed on-site deskside operations in Asia countries (China, Japan, Korea, South East Asia, and Taiwan). Responsible for managing the service and cost structure and lifecycle of Asia service desk and deskside operations.

Responsible for negotiating SOWs and SLAs to deliver the most cost-effective solution. Ensure that Asia service desk and deskside operations meet customer needs and initiates training, documentation, and marketing to improve the full value of the service realized.

Works with managers and other senior department staff to coordinate scheduling and prioritization of all related projects and participates in the assignment of projects to staff or outside resources. Reviews root cause analysis of outages or incident trends (often working with managed services partner). Approves preventative actions.

This role also plans and manages complex changes and manages resolution of complex problems and outages. The detailed job scope is as follows:

1. Organization, management, and full integration of the operation
2. Owner of MSA - Ensuring operational compliance with the MSA
3. Owner of SLA Compliance - Owns Key Measurements, Service Levels & Critical Deliverables
4. Reporting - Collect data for key deliverables and generate reports as per SOW requirement.
5. Owner of TR Compliance - Enforce TR control process to meet relevant TR regulations.
6. Process design, review, audit, and improvement
7. Document Control - Owns Document Control Compliance
8. Change Management - Owns change management process
9. Knowledge Transfer - Monitors & reports on knowledge transfer continuity and accuracy.
10. Continuous Improvement - Perform trend analysis, assist in root cause analysis, utilize best practices, and assess customer satisfaction survey results to determine areas for improvement.
11. Global application FPOC to Applied.
12. Organize and host Monthly, Weekly, Quarterly meetings.
13. Staff On-Boarding - Contributes to screening of candidates, Non-Technical Consistent training for English speaking agents, includes language, customer service technique training for both new hires and existing employees.
14. Transition Phase - Owns critical milestone compliance.

Functional Knowledge

• Regarded as the technical expert in service desk and deskside operations.
• Demonstrates in-depth and/or breadth of expertise in own discipline and broad knowledge of other disciplines within service desk and deskside operations.

Business Expertise

• Anticipates business and regulatory issues; recommends product, process, or service improvements.

Leadership

• Leads projects with notable risk and complexity; develops the strategy for project execution.

Problem Solving

• Solves unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.

Impact

• Impacts the direction and resource allocation for program, project, or services; works within general functional policies and industry guidelines.

Interpersonal Skills

• Communicates complex ideas, anticipates potential objections, and persuades others, often at senior levels, to adopt a different point of view.