Job Description

COMPANY DESCRIPTION
About BW Group BW Group is a leading global maritime company involved in shipping, maritime infrastructure, and new sustainable technologies. Founded in 1955, BW controls a fleet of over 450 vessels and other floating assets, including oil production, gas import terminals, and wind-farm installation. The Group’s fleet of over 200 LNG and LPG ships constitutes the largest gas fleet in the world. In the renewables space, the Group has investments in solar, wind, batteries, biofuels and water treatment. BW has nine publicly listed affiliates on the Oslo and New York Stock Exchange. Our main operating centres are in Singapore, Copenhagen, Oslo, Houston, London, Manila, Mumbai and Rio de Janeiro. Are you ready to make an impact? What drives us is our mission to deliver energy for the world today, and to find solutions for tomorrow. If you want to make lives better around the world by providing access to energy, while working on sustainability and decarbonisation, we’d like to hear from you. Working at BW you will feel the pulse of the world each day. If something happens in the world, we feel it, and you can play your part by anticipating and responding to it. Our high-performing teams are drawn to BW by the global nature of our work and the satisfaction of working with collaborative people who inspire each other to deliver exceptional results.
DESIGNATION : Manager, User Service Management & User Innovations

RESPONSIBILITIES

• Ensure Service Delivery processes are in place to meet business needs and monitoring that those process provide a high user satisfaction.
• When deviations occur, organize the required corrective actions in on the practical level and in the governance to avoid reoccurrence
• Engage with the key users in the respective departments to identify how technological innovation & digitalisation solutions in line with the overall IT roadmap & strategy can drive efficiency.
• Manage the respective projects/initiatives and coordinate with the IT teams and vendors for implementation
• This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
• Manage, monitor and support the IT partners to ensure effective and responsive user support and incident/problem resolution. Responsible to carry out quality checks using audit, focus groups, interviews, surveys, etc. as methodology.
• Accountable to proactively ensure production systems quality through operations monitoring, capacity management, consumption management, enforcing organizational policies and procedures, and eventually, implement and own IT Service Quality Assurance process.
• Manage, monitor and ensure compliance to Managed Services SLA of the IT Partners for AMS and IMS. Identify deficiencies but also highlight best practices and successes
• Accountable to manage transition of projects into maintenance mode, managing hand-over of relevant documentation, training, knowledge transfer, etc.
• Facilitate internal and external audits. Support to prepare, deliver and evaluate RFP’s and RFQ’s
• Ability to lead and oversee employees/partners in different stages of the delivery process, even though they may not be their direct line manager.
• Assess stakeholder feedback and improving procedures accordingly to ensure that great customer service is always provided.
• Liaison to the business for user escalations.
• Ensure correct provisioning & access levels for both retained and service provider personnel as well as IT peers and business users. Establish relationships needed for service provider to effectively deliver contracted services and exceed customer satisfaction and quality.
• Works with external vendor to deliver maintenance and helpdesk services, as such there will be extensive vendor management to ensure optimal performance and improvement of existing processes on Service Desk and Office 365.
• Monitor monthly service level performance against critical performance & obligation metrics set in the service contract.
• Engage with the key users in the respective departments to identify how technological innovation & digitalisation solutions in line with the overall IT roadmap & strategy can drive efficiency. Manage the respective projects/initiatives and coordinate with the IT teams and vendors for implementation Responsible and accountable to implement and own the IT Project Management Office (PMO) related to that.
• In charge of the implementation of the new workplace technologies and process robotisation in the departments selected for this.
• This position reports to the Head of department IT

QUALIFICATIONS

• Minimum of 5 years of service delivery management
• BS in Computer Science, Information Technology, or related field or equivalent experience preferred
• To possess relevant certification (eg ITIL)
• Proven track record of managing large scale international service delivery experience.
• At ease with new digitalization technologies such as process robotization or latest collaboration tools potential. must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying implementation
• Customer management: tactful, resolute, and committed to providing excellent customer service
• Exposure To Various Technologies and ability to explain those to non-IT initiated users
• Must have demonstrated excellent oral & written communication and problem-solving skills.
• At ease in engaging with key users and senior stakeholders. Able to interface with “executive” level management on a regular basis in a advisory role (champion technology)
• Supervisory experience preferred but not necessary.

Behavioural Preferences

• Able to work in a systematic and organized manner. Constantly strives to achieve results, determined to complete tasks and projects
• Able to effectively engage business stakeholders to set customer satisfaction goals and criteria and evaluate customer experience against these goals and criteria.
• Able to effectively engage and manage IT Partners to deliver IT Services as per their contractual obligations.
• Able to work tactfully with team members
• Reliability, attention to detail, excellent interpersonal manner, patience with end users and ability to work independently are required.
• Up to date on latest technologies and trends relevant to the group business

OTHER INFORMATION
At BW, we offer challenging work in an international environment with a team of dedicated and competent colleagues. We recognise that the success of BW rests with each employee’s ability to provide the necessary skills and confidence within the team, and our training is tailored to suit individual needs and career aspirations. Vision: Best on Water Mission: We deliver energy for the world today, and find solutions for tomorrow Values

• Collaborative
• Ambitious
• Reliable
• Enduring

If our values resonate with you and you think you can contribute, we would be delighted to hear from you! Information for Recruitment Agencies: BW endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, BW operates a preferred supplier list (PSL) and will not be accepting unsolicited applications from non-PSL agencies for this role.