Overall Role Purpose
To manage and implement Technical Services to business entities throughout Malaysia and to support business objectives in line with global and regional standards.
Reports to: Director, Business IT
Accountabilities
| Key activities | Overall goals / Typical measures |
Customer – business roles: External – functional roles: Internal | – To manage the infrastructure, technical support and telecommunications for VN – Directing the establishment of a continually improving computer network and associated services – Rationalizing the deployment of servers in order to provide high service levels at an appropriate cost – Planning and overseeing all hardware, software and service purchases in line with the area and country IS budget. – Planning the provision for security, availability, resilience and performance – Providing advice and recommendations on the selection of network related hardware and software – Identifying and evaluating network services, network hardware and software tools available in VN – Documentation of all networks – To manage the HelpDesk to resolve issues in a timely manner. – External customers: Contract negotiation, problem escalation, etc. – Proactive member of the VN IT Management team. – Planning and overseeing all hardware, software and service purchases in line with the area and country IS budget. – Planning the provision for security, availability, resilience and performance – Providing advice and recommendations on the selection of network related hardware and software – Identifying and evaluating network services, network hardware and software tools available in VN – Documentation of all networks – To manage the HelpDesk to resolve issues in a timely manner. – External customers: Contract negotiation, – Technical Services are delivered to all Business Entities to a high standard, in a timely manner and with ongoing support. – Service Level Agreements for all Technical Services are met or exceeded. – All deployed hardware and software are configured perform in an optimum manner. – Technical service provision maximizes the level of operational service with minimal disruption to the core business. – Cost Management for infrastructure problem escalation, etc. – Proactive member of the VN IT Management team. | · Technical Services are delivered to all Business Entities to a high standard, in a timely manner and with ongoing support. · Service Level Agreements for all Technical Services are met or exceeded. · All deployed hardware and software are configured perform in an optimum manner. · Technical service provision maximizes the level of operational service with minimal disruption to the core business. · Cost Management for infrastructure |
Process | – To participate in IS strategy planning. – To contribute to IS budgets in a timely manner in accordance with the company planning cycle and regional schedules. – To set performance targets and goals for Technical Services in alignment with national plans and budgets. – To rationalise the deployment servers, desktop and laptop units in order to provide high service levels at an appropriate cost. – To ensure that Service Level Agreements for all services provided by Technical – Services Team to the business are prepared and in place. To ensure all personal computer software is licensed. To escalate problems within the department as necessary. | • Network quality and security meets network and business requirements • Service Level meet business requirements. • Resolution of requests and incidents. |
People Management (Please provide organigram showing one level below and above | To develop IKOs/KPIs with team members and monitor individual performance. | • Employee satisfaction. • Unplanned staff turnover. • Promotion rates. |
| • To direct, control and motivate the Technical Services Department through involvement in recruitment, retention and ongoing communication. To develop a high performance service culture. To recruit quality staffs to ensure resourcing levels are met. • To manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets. • To identify training needs and opportunities to develop a highly skilled Technical Services team. | • Number of management training day(s). • Number of technical training day(s). • Succession Planning |
Skills / Qualifications
Adaptability
Responds positively to change. Maintains effectiveness when confronted with new work situations or the uncertainty and ambiguity that comes with change. Is open to new ideas, assignments and approaches.
Initiative
A bias for taking action, making decisions and proactively doing things for both current and future opportunities.
Maximizing Individual Performance
Gives clear directions and ensures others know what is expected of them. Monitors and reviews performance, providing support and guidance to ensure success.
Enforces quality standards and agreed upon commitments, addressing performance problems in a timely, tactful, but direct manner.
Planning & Organizing
Plans a course of action to accomplish high-priority goals. Monitors progress. Anticipates problems and revises plans to meet changing circumstances. Communication
Provides information in a timely, clear and concise manner.
Expresses ideas effectively, adjusting style to the needs of others. Listens attentively.
Analysis
Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions.
10-12 years IS management experience.
Degree in Information Services (or equivalent)
