Summary of position

The role will be primarily responsible for delivering IT services as committed within SLA to ensure we provide an excellent service to be number 1 IT department in luxury industry. As the primary role, you will manage End User Services including Helpdesk operation, Digital Workplace initiatives/projects and will be also managing IT asset as well as user accounts (IAM/AD) activities / processes.
In order to ensure the high quality of IT Services delivery, this position is now responsible for ITSM (ServiceNow) and represent Japan IT division to Global ITSM projects. As such you will interact with the team in charge of IT services including telecom venders, Global Infrastructure team and Global Information Security team. Manage outsourcing services provider to ensure the availability, performance, and security of production environment as well as projects delivery.

Responsibilities

IT Service Delivery Management
• Manage outsourcing Helpdesk service provider to provide L1/L2 support, 7x24 daily operation for all IT services and make sure we deliver our services based on SLI defined in Service Catalog.
• Work with Global ITSM project team to deploy standard ITSM processes with Service NOW.
• Manage and make sure service providers follow our IT Operation Management Processes including Incident, Problem and Change.
• Manage an external team to provide service consistencies across the region and develop operational standards that can be applied to the countries in the region.
• Responsible for IAM and will need to conduct regular assessment to ensure we follow  Information Security Policy to manage our accounts.
• Review and analyze day-to-day operation procedures together with service providers and identify potential operation improvements while effectively controlling costs.

Vendor Management
• Conduct periodic performance and KPI reviews with the service providers based on agreed contractual terms and conditions.
• Keep a solid working relationship with vendors and manage escalations as required.
• Manage billing, payments and contract negotiation as required.
• Provide proper budgeting and forecasts to the IT operations and establish service catalogs that can clearly present to the IT teams in the region as well as the business.
• Willing to work in non-office hours and under pressure. Some overseas travel may be required.

People Management
• Able to communicate effectively with internal business and IT teams, and effectively make sound management decisions
• Coach and lead the operation team to constantly challenge self and display professionalism

Project
• Contribute to the enhancement of IT solutions in the Chanel Japan region through rollout of new versions
• Lead and manage global project deployment in collaboration with Infrastructures & Operations teams as well as other teams in IT department.
• Projects could include things such as the deployment of new ITSM tools, creation and deployment of a service catalogue to rationalize existing infrastructure management and better optimize the usage of infrastructure resources.

In addition, it is required to assist various event organized by divisions from infrastructure perspective to add more value to business and ensure the smooth operation of the event.