Director, Service Delivery, Asia & Pacific Hong Kong Job purpose The Service Delivery Director is responsible for: Demand management by acting as the point of contact for business and for IT solutions Critical incident or crisis management Project portfolio & Costing Reporting based on SLAs & KPI (financial & operational) Business satisfaction surveys preparation, communication and analysis Participation to the IT arbitrage process (with IT solutions, governance and business) Main roles and responsibilities Demand management Developing a privileged relationship with business stakeholders and IT Operations. Creating business intimacy by being the point of contact for business request or project demand collection Assessing business requirements based on the existing portfolio to leverage as maximum as possible existing solutions and help prioritizing investment based on business benefit criteria and taking into consideration IT constraints Developing a good understanding of business in terms of context, environment, process & procedures, criticality Critical incident or crisis management Acting as the point of contact for business in case of dissatisfaction, critical incidents, problems and major changes If needed, being able to coordinate a task force to solve operational problems by ensuring the business requests are well understood Project portfolio & Costing Overseeing the project portfolio (projects ongoing, projects to start, demand under validation) of business Capturing IT potential investments, analyzing and managing project portfolio Defining and following up budget of business, costing management Project portfolio risk identification, analysis and treatment Realizing quarterly budget review Reporting based on SLAs & KPI (financial & operational) Setting up the governance model with business and IT Solutions Defining the reporting model (financial and operational) with business based on defined SLAs and KPI Publishing the reports to relevant stakeholders Business satisfaction surveys Ensuring the business global satisfaction towards IT Operations services, and being proactive for business feedbacks Preparing regularly business satisfaction surveys and analyzing the results Defining improvement plans based on the business satisfaction survey results IT arbitrage process Representing IT Operations to participate to the IT arbitrage process (with IT solutions, governance, and business) Team management Providing leadership to a globally distributed team of Service Delivery Manager, ensuring they understand their roles, responsibilities and KPIs Actively working with peers and senior management to build and maintain strong, productive working relationships Continuously review, adjust and train teams to ensure their capabilities remain current and relevant to the underlying infrastructures and services Budget management Managing OPEX and CAPEX budgets of Service Delivery team Scope Team management: 5 to 8 FTE Key internal stakeholders: All the IT Teams and Business Key external stakeholders: Vendors (external service providers) Availability to travel: Occasionally Profile required Education required : BAC5 (engineering or business school / university specialized of Information system, …) Experience / Background : 15 years of previous experience in IT Operations and 5 years of management or team leadership experience Experience with IT Service management processes and application development /deployment Experience with Project Management / Insight into Project Methodology P&L responsibilities Experience managing significant external service providers and associated relationships Demonstrated insight into Business and IT strategy Proven track record of coordinating teamwork in a multicultural environment and managing staff over remote sites Experience interacting with various corporate profiles: technical personnel, end-users, high profiles Tools: (linked to tools/job/method) Infrastructure operations knowledge and management capabilities Proficient knowledge of infrastructure concepts, including Unix and Windows Server O/S, LDAP, AD Authentication, DNS, and networking/firewalls L anguage required: Fluent in English Job Posting End Date: Target Hire Date : 2020-10-14-07:00 Target End Date : Posted 30 Days Ago Full time JR-010773 About Us Pernod Ricard is the 2 worldwide in Wines & Spirits, with consolidated Sales of €9,010 million in Fiscal Year 17. Created in 1975 through the merger of Ricard and Pernod, the Group has undergone sustained development, based on both organic growth and acquisitions: Seagram (2001), Allied Domecq (2005) and Vin&Sprit (2008).
Pernod Ricard holds one of the most prestigious and comprehensive brand portfolios in the sector: Absolut Vodka, Ricard pastis, Ballantine’s, Chivas Regal, Royal Salute and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater gin, Kahlúa and Malibu liqueurs, Mumm and Perrier- Jouët champagnes, as well as Jacob’s Creek, Brancott Estate, Campo Viejo and Kenwood wines. Pernod Ricard employs a workforce of approximately 18,500 people and operates through a decentralised organisation, with 6 “Brand Companies” and 86 “Market Companies” established in each key market. The company is strongly committed to a sustainable development policy and encourages responsible consumption.
Pernod Ricard’s strategy and ambition are based on 3 key values that guide its expansion: entrepreneurial spirit, mutual trust and a strong sense of ethics.
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