MAIN PURPOSE• Manage Service Delivery mainly on End User Computing in APAC region which includes Offices, Warehouses, Factory• Manage our EUC and Service Delivery vendors in APAC regionKEY RESPONSIBILITIESService Management & Delivery• Forecast & order management of hardware and software on devices for Stores.• Oversee the delivery of Store Support services including desktops, laptops, mobile devices, printers, scanners, POS terminals, and collaboration tools.• Ensure consistent service levels across all APAC sites, including remote and on- site support.• Manage SLAs, KPIs, and service reporting to ensure high- quality service delivery.Store IT Support & Maintenance• Troubleshoot hardware and software issues, escalating to higher- level support when necessary.• Perform routine maintenance, updates, and health checks on store IT equipment.Deployment & Rollout• Support new store openings, relocations, and refurbishments by setting up IT infrastructure and systems.• Assist in the rollout of new applications, devices, and upgrades across store locations.Network & Connectivity• Monitor and maintain store network connectivity including Wi- Fi, VPN, and LAN/WAN configurations.• Coordinate with network teams to resolve connectivity issues and optimize performance.User Support & Training• Provide technical assistance to store staff, ensuring minimal disruption to operations.• Conduct basic training and create user guides for store technologies and systems.Asset & Incident Management• Maintain accurate inventory of store IT assets and ensure timely replacements or repairs.• Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira).Compliance & Security• Ensure store systems comply with IT security policies and data protection standards.• Support implementation of endpoint protection, patching, and access controls.Vendor Management• Support regional IT projects including hardware refreshes, software rollouts, and infrastructure upgrades.• Manage third- party vendors and service providers to ensure contractual obligations are met, including local ISP or Telecommunication Company.Continuous Improvement• Identify opportunities to optimize Store Support services and enhance user experience.• Implement automation and self- service tools where applicable.Ad hoc Support• Additional tasks given by the supervisor or management team
