Job Description
We are looking for a Manager, IT Service Delivery, ETS to be based in foodpanda Malaysia, at Bangsar South, Kuala Lumpur. In this role, you will own and enhance the foodpanda employee IT experience while leading a dedicated team to ensure seamless tech operations, optimizing processes, and supporting business continuity across one of our dynamic markets.
Duties and Responsibilities:
IT Service Delivery:
Owns the foodpanda employee IT experience in one market (typically less than 500 users), ensuring that KPIs, SLAs and CSAT targets are constantly met for the team and oneself.Ensures all users are equipped with the most effective company technology and Internet connectivity, and continually assesses needs and requirements based on IT global/regional standards, guidelines and policies.Lead, guide and be actively involved in organising support, troubleshooting, and repair for IT equipment and networks of complex issues.Has a thorough understanding of local culture and actively seeking how technology enables the business to operate more efficiently.Develop and maintain continuity plans to address local business continuity under the guidance of one's manager.Consistently seeks opportunities to streamline processes/procedures and work with respective stakeholders to initiate and implement these improvements within their market domain.Prepare and maintain comprehensive documentation including, Standard Operating Procedures (SOPs), and knowledge-base articles.Business travel may be required within local markets.
Team Coordination and Management:
Manages and guides a small team of IT support staff in one market, including education, training and career development.Set clear performance goals, conduct regular performance evaluations, 1 to 1 catch-up meetings and support career development for team members.Actively work with and mentor the team to help them achieve the team's KPIs.Foster a culture of teamwork, knowledge sharing, and continuous improvement within the local IT teams.Coordinates training and orientation for new IT employees to enable them to become productive upon onboarding
Budgeting and Resource Allocation:
Manages departmental budget and tracks spending on equipment and staff under the guidance of senior manager. When necessary, assist in developing the IT budget.Monitor and control IT expenditures within the assigned budget limits.
Incident and Problem Management:
Own the end-to-end process of resolution of IT incidents and problems to meet defined service level agreements (SLAs) and minimise business disruptions.Ensure timely communication with affected parties.
IT Project Management:
Project Management experience with office builds and end-to-end infrastructure implementations. Guidance from senior managers would be needed for more complex situations.Ensure project timelines, budgets, and objectives are met while adhering to quality standards.
Vendor Management & Procurement:
Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your domain/scope. Proper segregation of duties between procurement and IT. .ie., procurement is responsible for all procurement processes (e.g. pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.Establishes relationships with technology and equipment vendors within your domain.Ensure local vendor delivery based on contract/purchase order.
IT Governance and Compliance:
Understand and ensure adherence to IT policies, procedures, and security standards for self and team.Works with Regional and Global InfoSec teams on promoting IT security awareness in-country, and taking appropriate steps to address security incidents, if necessaryCollaborate with internal and external audit teams to fulfil IT-related audit requirements.
Stakeholder Engagement:
Build and maintain strong relationships with business stakeholders within your scope/domain.Conduct regular meetings to understand their IT needs and work with your manager to align IT services accordingly
Qualifications
Minimum of 5 years experience with minimum of 2 years leading an onsite IT support team; managing a single location or multiple locations with a small number of users (less than 500 users)ITIL, CompTIA A+ or relevant professional certifications are highly desirableExperience with networks, firewalls, and desktop computing/management technologiesA self-driven leader with proven capabilities in managing and leading a teamGreat Interpersonal and stakeholder management skills with ability to effectively engage with local leadership/stakeholders and global/regional IT leadershipExhibit skills in solving complex problems spanning multiple functionsSolid understanding of procurement processes.An individual who pays attention to detailsAbility to work under pressure and still meet regional/global goals and OKRs
Additional Information
What We Offer A dynamic and challenging work environment.A company committed to developing you personally and professionally.A great working atmosphere with regular company and team events.A vibrant and international team committed to diversity and inclusion.Responsibility from day one in a fast growing and global company.Other benefits include free food, health and dental insurance, and learning and development opportunities! foodpanda is operated by Delivery Hero Group ("DH Group") - the world's leading local delivery platform, operating in 70+ markets across Asia, Europe, Latin America, the Middle East, and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40,000+ people globally. Additionally, Delivery Hero is pioneering quick commerce, the next generation of e-commerce, aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.