Senior Service Delivery Analyst

Overall Purpose of Role

This is an IT service delivery team lead position focusing on delivering IT related support to our clients across all lines of businesses in Greater China. The incumbent will assist the Senior Service Delivery Manager in managing and working with outsourced local -end user support analyst and second level client support combined with internal IT project management and implementation. The incumbent is expected to work with cross functional / regional IT teams, including Business IT, -Enterprise Business Systems IT, Enterprise Infrastructure Shared Services, and Service Delivery Groups throughout Asia Pacific and other international regions.

Areas of Responsibility

• Work with Senior Service Delivery manager, provide customer focused and responsive IT support to all Lines of Business in Greater China with main focus in shared IT services and platforms.
• Coordinate, manage, deliver and support the technological needs and expectations from various IT teams and their businesses.
• Provide technical guidance, including the necessary decisions  making to local end user analyst on daily IT operations.
• Work with greater Enterprise Technology IT team on the testing and implementation of regional and international initiatives.
•      Work with outsourcer company and jointly manage local end user analyst  on performance management as well as  skills and IT knowledge development
• Submit weekly report for Greater China and attend regional meetings as necessary.
• Assist in IT purchasing processes when required
• Work closely with business stakeholders to align, fill the gap between their expectation and global IT policies without raising a conflict.

Experience and Professional Qualifications

Education

• Degree in STEM preferred or equivalent qualification.

Experience

• Minimum of 3-5 years of working in desktop support or relevant IT field.
• 2+ years in a team lead role and familiar with all aspects of helpdesk operations based on ITIL escalation methodology.
• Well versed in Windows client/server environment, Windows Active Directory, Exchange, MS Office (+O365) and knowledge of cloud-based technologies.
• Good working knowledge in Apple environment, operation, provisioning, etc.
• Broader knowledge/experience in IT industry, key suppliers and equipment is preferred.
• Worked and familiarized in process/policy-based operations.
• Basic knowledge and exposure to modern design TCI/IP based network is a plus.

Professional Qualification/Certification

• Foundation Certificate in IT Service Management (ITIL).
• Microsoft Certified Professional (MCP) in any of Windows OS is preferred.

Skills Required

Language Skill

• Excellent verbal and written communication skills in English and mandarin.

Attributes (essential)

• Excellent planning, organizing, and leadership/supervisory skills
• Strong collaborative skills
• Methodical, disciplined approach
• Business acumen
• Aptitude for technology
• Analytical skills
• Committed to service excellence and continuous improvement
• Excellent interpersonal skills
• Highly developed and flexible communication skills
• Embraces and seeks out change
• Cultural sensitivity