Nature and aim of the position
The Senior Manager Service Delivery and Infrastructure APAC is responsible for:
act as local senior management proxy for Infrastructure delivery teams measuring and improving the end-to-end performance of the Application Support function against agreed Service Level Agreements and business targets reduce and resolve any blocking elements or errors in the services key element of the role is to maintain a strong relationship with the business owners of the services (customers) and the delivery teams (service delivery and infrastructure) ? The immediate focus is developing architecture, methods, and practices to improve the service quality for the GB application stacks in scope throughout the APAC region.
The holder of the position is responsible for the indirect (dotted line) management of the Infrastructure and Application Support Teams in the region, ensuring all objectives of individuals and managed teams are met.
The ideal candidate should be able to step in hands on if required – especially during periods where line managers are not immediate available given global nature of the business.
Main duties and responsibilities
People & Relations
Lead and mentor 2-5 support teams of support engineers located in different time zones. Dealing with customer and vendor relations including escalation management. Motivating, organizing, and encouraging teamwork within the workforce to ensure productivity targets are met. Responsible for recruitment, hiring and staffing. Develop a close working relationship with all other Infrastructure and Operation teams to define quality standards and measurable improve overall IT service delivery. Partner with other GB Technology internal leads (CTO, Quality Assurance, Product Management, Engineering, Enterprise Architecture, IT Security). Functional Duties:
Create and drive an ethos of continual service improvement, proactively identifying and implementing improvements as necessary. Responsible for ensuring the support teams deliver value as a resolver group (including key project delivery responsibilities) and that they operate seamlessly as part of the IT operations domain. Utilising appropriate industry best practises (e.g. ITIL framework), develop key processes, procedures, artefacts and standards appropriate for application service support and the GB IT system landscape. Definition, implementation and adherence to appropriate measurements and metrics (KPIs, OKRs). Definition, Implementation and monitoring of appropriate SLAs and/or OLAs to support delivery of service excellence. Regular board level reporting of application and team performance to key stake holders. Mentoring and supporting individuals with key process responsibilities. Certify and approve product releases for production readiness and especially define corrective measurements if standards are not met. Oversee all project and release plans, application designs and resource requirements (human and technical) to ensure that function is aligned with GB project portfolio and prioritization. Reporting and collaboration
The Manager Application Service Delivery and Service Improvement APAC reports directly to the Vice President Infrastructure and Operations. The position is based in Kuala Lumpur.
The holder of the position has indirect reports in Kuala Lumpur, Tokyo, Singapore, and Sydney plus 3rd party vendors throughout the APAC region. Some traveling is mandatory.
The position requires close collaboration within GB Technology to other Managers and has cross functional interactions to other divisions in Global Blue that are based in Europe. Therefore the acceptance of shift duty with irregular (late) work time is required.
Profile and education
Master or Bachelor's degree in IT or technology related field (or equivalent practical experience). Excellent English language skills (oral & written). Excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts (senior management, IT development, project management) and team members. Strong analytical, problem-solving and organizational skills. Good presentation and negotiation skills. Independent, pro-active, goal-oriented, strategic thinking and self-motivating personality. High quality standards, accuracy and high risk awareness. Ability to accept and respond to changes in priorities. Experience in project management - rollout of new processes. Work experience within an international/multicultural environment. Proven capability of effectively managing and developing high-performing teams. Proven ability to work in a matrix organization with teams (desirable: distributed in different time zones). Experience of managing 3rd party and service providers including contract management. Knowledge of the latest IT trends, best practices, innovations and developments. Experience of Agile and SCRUM methodology. Specific skills and knowledge
5+ years as a team lead, manager or director of a similar function. Experience in defining and documenting SLAs and OLAs. Experience of developing and implementing ITIL best practices and service delivery processes with measurable results. Ability to manage supplier performance and obligations. Strong understanding of ITIL processes, likely backed up by intermediate qualifications (ideally those associated with delivery of Service Operation / Operational Support). Experience of service improvement, with the ability to improve and implement any enhancements. The ability to identify and understand complex issues and inter relationships to draw sound conclusions. The desire to succeed and deliver in a challenging environment through both self and the team. The ability to anticipate events and actions and take the appropriate steps in advance to position the team to be able to deal with issues before they arise. The ability to manage performance and take proactive actions to address areas before they affect business results. Able to communicate effectively at all levels from junior team members to senior managers within the organisation. Demonstrates the ability to lead and inspire the team. Ability to support the development of operational and strategic roadmaps with the business and IT architecture/engineering teams.