IT Manager, Greater China Region

Job Description

To be the point of contact in Greater China Region (GCR) for all IT Operation related matters.

Team Leadership

• Lead and mentor a team of IT support specialists and partners in Greater China Region (GCR).
• Delegate tasks and ensure team members are meeting performance standards.
• Conduct regular team meetings to discuss progress and address any challenges.

Incidents and requests management :

• Oversee the incident management process, ensuring incidents are logged, prioritized, and resolved within agreed timelines.
• Ensure end users devices, IT systems and networks are operating smoothly and react accordingly to remediate situation appropriately.
• Follow up with the root cause analysis for major incidents and implement corrective actions.

On site and remote support

• Ensure that our different locations in Greater China Region (GCR) have regular on site and remote support ready
• Extend support to other APAC Region when required

Business Partnership

• To create partnerships between IT and Business departments in the region to improve the users’ experience.
• Collaborate strongly with the regional IT team and global IT department in relation with operational topics, reporting and projects tasks

Project participation

• Participate in projects that require IT arrangement. For example: boutique opening, office renovation/relocation, infrastructure projects and events IT setup & support
• Manage team members with their project tasks

Person of Contact

To be the main person of contact for all IT operation in Greater China Region (GCR); For the end users of Greater China Region (GCR), the different partners and the IT colleagues from HQ and APAC.

General IT Administration

• Actively monitor IT services to identify technological incidents and liaise with the Regional and Global IT team as well as the partners
• Proper administration of users and devices
• Manage IT budget, procurement and inventory

IT Documentation including Processes

• Maintain IT documentation
• Maintain any IT contracts and terms & conditions for any services by IT vendors
• Actively provide feedback for policies and procedures of IT processes
• Update and maintain project documents for any projects involved

Reporting & Improvement

• Generate regular reports on incident and request management performance.
• Analyze data to identify trends and areas for improvement.
• Present findings to senior management and recommend actions.

Qualifications :

• At least 3 years of proven experience in similar roles
• Strong leadership and team management skills
• Excellent problem-solving and analytical abilities
• Excellent communication and interpersonal skills (Diplomatic & a mediator)
• Ability to work in Agile mode and in a volatile and constantly evolving environment (versatile)
• Able to take complete control of the Microsoft and Apple mobile end-users’ environment
• Familiar with Cisco switches, Wifi as well as Fortigate firewalls
• Ability to travel throughout Greater China Region (GCR) as and when required
• ITIL v4 Certified
• Experience in managing retail and office projects or similar
• Flexibility in working hours