Job Description

We are looking for a highly motivated individual to join us in leading the Regional IT Center of Competence (RCoC) for IT Service Operations and accelerate its digital transformation programs. These include owning all IT support services for the Retail of the Future (RoF) applications provided to the Region Overseas with a focus on a 360 degree end to end business process monitoring, owning the design, working model, implementation, processes, operations, service levels and budgeting. Job Requirements and Qualifications:

• 8+ years of Experience in IT Plan/Build/Run processes
• Excellent understanding of IT Product life cycle, service delivery and service operations processes
• Good understanding of new technologies like Artificial Intelligence, Machine learning, RPA, Cloud Computing etc.
• Experience in working and managing multi-cultural teams
• Sound Project & Program management experience
• Good Understanding of agile methodologies
• Understanding of IT costing aspects and experience of cost control
• Excellent spoken and written English
• Good planning and organization skills
• Excellent analysis and problem solving skills as well as strong strategic thinking
• Very strong team player with excellent engagement and strong interpersonal as well as conflict management skills

Specific Knowledge

• Ability to handle & manage multi-tasking and changing priorities to meet tight deadlines
• Strong sense of responsibility, initiative and self-motivated
• Willingness to collaborate, knowledge sharing

Job Roles and Responsibilities:

• Manage the delivery of 2nd and 3rd level application support, establish consistent and comprehensive processes, SLA management and vendor utilization strategies
• Ensure a stable and secure operational environment for all the applications to increase system availability, reliability and scalability
• Implement value adds to the business by means of automation, reusability & process optimization
• Steer continual improvement programs & digital innovations in the areas of dashboard reporting, end-to-end monitoring etc
• Drive cost and incident reduction through partner management
• Implement defined strategies, processes & solutions along with the internal and outsourced teams e.g. DevOps & KPI automation
• Measure and communicate effectiveness of performed changes or existing processes to achieve key KPIs
• Manage the relationship with MPCs, Region, Regional Competence Centre, HQ and ITI and act as an enabler
• Any others are directed by management

As the Assistant Manager - IT Service Operations (RoF & eCommerce), your main responsibilities will include the following: 1. IT Support Services

• Manage the delivery of 2nd and 3rd level application support management, establishing consistent and comprehensive processes, SLA management and vendor utilization strategies
• Ensure a stable and secure operational environment for all the applications to increase system availability, reliability and scalability
• Foster a culture of DevOps
• Establish a strong standardization and automation as reference for a global ITS support organization
• Pursue effective and efficient support services with a continuous improvement philosophy
• Manage and control all associated financial objectives within service operations
• Ensure all operational budgets are achieved, managed and optimized
• Establish close collaboration with RCoC Teams, Global Teams, ITT and external parties to ensure stable, secure and reliable services to the Region

2. Digital Transformation

• Support in the development of the digital transformation strategy and deriving blueprint
• Steer continual improvement programs and digital innovations in the areas of dashboard reporting, end-to-end monitoring etc
• Implement automation and dashboards to measure KPIs/efficiencies and track progress
• Build and roll out the best solutions using agile methodologies
• Promote self-services and automation
• Engage stakeholders, partners and suppliers in a common transformation journey
• Measure, communicate and publish all relevant KPIs

3. Implementation of Management Strategy and Blueprint

• Support in the implementation of global strategies
• Contribute actively to all RCoC strategic and long term IT initiatives in collaboration with identified stakeholders and in line with relevant business objectives, IT working models, IT Target Landscape and IT infrastructure
• Propose, communicate and implement appropriate strategic blueprint adjustments

4. Reporting & Monitoring of Key Performance Indicators

• Review of operational reporting
• Measure and publish performance by defining and tracking KPIs
• Generate reports & dashboards as required by management