Specialist, End -User Services
JOB PURPOSE:
Lead and manage a team of technical engineers and/or an outsourced contracts in order to securely deliver IT end users Services according to the specifications agreed with Business and IT organization in India, Bangalore.
Provide 24/7 (Critical issue) reliable and up to date IT services across the ROA landscape of SABIC’s Business operations to serve its customers in India. Ensure timely and correct delivery of end-users facilities on user desk in conformance with agreed Service Levels. Ensure successful Connect to operations of global and regional programs and guarantee maintainability and sustainability. Accommodate future growth by making IT systems a facilitating asset when integrating the new business demand, ensure EUS services design to accommodate future growth. Lead the physical or virtual stake holder relationship management role in their respective area of coverage, ensure timely update to local leadership about the IT progress and performance, manage the relationship between the global IT country part and the regional IT to ensure smooth IT operations and strategic project rollout. Implement regional policies, processes and roadmap in alignment of ROA IT strategy and consultation with regional IT ROA leader. Lead local IT vendor engagement and ensure local guide lines follow for smooth vendor operations, team engagement, compliance & work to support the growth of local and global IT growth.
JOB RESPONSIBILITIES:
As a member of the Regional IT Services team, participate and contribute to the execution of the overall IT strategy to ensure Global IT maximizes its short, medium and long term value to its customers. Closely work with L4 and formulate and implement plans and budget in line with regional IT strategy for his/her location and befitting the department and needs and objectives of SBUs in Rest of Asia.
Create and manage robust operations review processes under ITIL/ISO standardized procedures across infrastructure solutions and services.
Maintain understanding of critical business process and manufacturing operations. Establish and lead an effective operational team, integrating key infrastructure related contacts with appropriate supplier representatives.
Track and communicate operational metrics (including trending over time) and identify process improvement opportunities.
Participate in teams supporting transformation projects with the businesses, such as refresh and consolidation strategies and infrastructure technology rollouts.
Work with business and service providers to identify and resolve systemic process and/or service delivery issues.
Ensure that end user system incidents and problems are resolved in a timely and effective manner, and reduced by analyzing root cause, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times.
Ensure businesses are aligned with EUS(End user servicies) processes and are utilizing appropriate support and infrastructure management tools (service desk, virus protection, etc.).
Participate in, and provide critical input into EUS operations,growth planning activities for the india sites, including strategic planning and annual operating plan. Optimize the delivery of existing and new services and support the continuous improvement of the end user support. Ensure execution of firm enterprise and IT policies across the India (T&I/SHPP/SIP) Site.
Facilitate collaboration with application architects, infrastructure and IT security engineers, systems administrators, and other technology specialists in project and strategy implementation. Influence and assist with the design, when appropriate, of new alternatives. Ensure 24x7x365 support of systems. Align with global counterparts in order to achieve standardized operations and leverage subject matter expertise.
Set administrative management priorities across the team based on business requirements. Direct day-to-day operations, providing expertise and encouraging teamwork, to achieve high performance standards and meet targets. Secure knowledge level of workforce is up to standard. Adhere to and promote relevant EUS policies and procedures.
Exercise financial authority within established limits and control departmental/project budget expenditure in the region. Provide L4 manager with information related to department performance including cost allocation (input for service bundles). Plan and develop department annual/project budget and control expenditures aligned with it. Manage the financial operational performance. Manage costs allocation process integrity and completeness.
Plan staffing in accordance with knowledge and experience needs. Conduct appraisals for all internal direct reports and external service contractors to the position. Proactively coach and mentor less senior staff.
Maintain regular contact with the regional IT L4 managers and relevant regional peers to ensure services are aligned to their needs. Ensure involvement of right stakeholders for major incidents communications and resolution on root cause fixes. Ensure involvement of right stakeholders in pro-active communications regarding scheduled maintenance efforts, planned upgrades and system outages. Align horizontally about the feasibility of the service levels to provide SME input to the stakeholders. Recognize and acknowledge complaints and concerns.
Analyze recurring incidents and performance of existing systems, processes, people and ensure corrective actions are taken.
Continuously look for opportunities to make the functions' processes more efficient.
Experience & Education
• Minimum university degree in IT or Engineering or commercially oriented discipline such as Finance, BA or related fields
• 12-15 years leadership experience in different business or IT functions thorough/extensive IT Knowledge
• 5 years experience in a global virtual Industry or IT environment
• 3-5 years management experience in different business or IT functions or programs/project or direct/indirect team lead
• 3-5 years relevant IT experience such as Infrastructure or end users services or IT security services