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Job Scope -
- Geographical Scope: Global
- The position contributes to PPG lounge operations globally to design, implement, manage and continuously improve IT Service Support and Service Delivery processes to meet business needs.
- Responsible for successful delivery of a high-quality IT Operations to internal and external users.
- To lead on working with 3rd parties to develop, deliver and transition change into operation support.
- Responsible for definition and adoption of service design standards, SLAs, monitoring and pro-active maintenance across the IT Lounge Management Team.
- This position is expected to drive IT services delivery capabilities adoption & standardization to support the strategic business roadmaps for global lounges expansion and operations.
- Enable: Efficient & Effective technology services adoption; Process Automation, ITIL Framework, Business Service Delivery Requirements Analysis, and etc.
- Govern: Data and Security Compliance, Policy & Procedure, Quality Assurance, Technology Standardization
- Innovate: Keep up to date with technology evolution and industry developments, and perform proof-of-concept pilots to drive continuous digital innovation
What you'll be doing -
- Single point of contact from the team for the client, PPG Team and other organization division in service delivery matters:
- Dealing with any PPG team and client on the completeness and
- Accuracy of the information needed for service delivery.
- Project manages end to end service delivery cycle from customer's order to customer acceptance.
- Lead and manage internal and external stakeholder to ensure details of the delivery is within customer's expectation.
- Programming of daily Work Order assignment to vendor or internal team.
- A key part of the role of is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.
- Responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
- To ensure that processes are efficient and cost-effective and find ways to reduce costs without affecting the overall customer experience, such as by lounge admission process from administrative tasks or removing unnecessary steps in the process.
- Oversee employees in different stages of the delivery process, even though they may not be their direct line manager. Holds accountability all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
- Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed.
- Ensure a strong understanding of technology projects is developed so that service transition impact is known and planned for.
- Own and maintain the IT disaster recovery plan(s) for continuous of key services.
- Creation of standard operating procedures for key service delivery functions.
What you'll need -
- Post-secondary degree in Business Computer Science, Information Technology, or related disciplines.
- ITIL qualified to Practitioner level.
- Minimum of 8+ years in an equivalent role, and project service delivery roles preferably gained from sizable firms or multinational companies.
- Demonstrable and extensive experience of leading the Service Delivery function with a multi-site SME.
- Experience of managing third parties and third party delivered services to strict Service Level Agreements.
- Experience in implementing and reporting on internal SLAs.
- Demonstrable experience in service transition, introducing project deliverables into live service.
- Knowledge of service management within an environment of public cloud and SaaS technologies.
- Able to multi-task and manage different streams of work.
- Strong troubleshooting and administration skills
- Flexible approach to work and problem solving
- Problem-solving, analytical skills and strong attention to details.
- Excellent communication skills with the ability to explain complex technical issues to non-technical audience.
- Able to demonstrate initiative and proactive approach to daily tasks.
- Experience in the development and implementation of standards, procedures, and guidelines to support operational processes.
- Willingness to work occasionally outside of normal business hours.
- Willingness to travel if necessary.
- Organized & able to work independently and under pressure.
- Good command of spoken and written English and Chinese.
