Manager, Digital Workplace, On Site Services Lead

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.
As a member of the on-site services team, you provide technical support and operational excellence related to IT services.
How you will contribute
Responsible for the overall planning, direction setting, operational excellence and support processes associated with all matters to ITS Onsite service ( OSS ) in SEA• Provide overall leadership for IT onsite services / Support all IT infrastructure setups; Networks, hosting, End user Computing, Telephony and Video conferencing.• Be the single point of contact for any ITS Onsite service-related items in country / Drive the ITS global and regional initiatives in country.• Support the local business needs ensure a high-quality IT support in country.• Effectively coordinate with Service desks, regional / global IT teams, and in-country business partners• Maintain healthy work relationships with local business stakeholders as well as local and global vendors.• Represent SEA in regional planning and review sessions.• Manage stakeholder within regional technology teams to drive continuous improvement and productivity benefits.• Be accountable for delivery of innovation, bringing the right resources together in the infrastructure team.• Help the organization effectively understand the volume and complexity of change and work with the regional team to ensure that the necessary change management actions are planned and executed for country.• Be accountable for the governance and control over all infrastructure service affecting the business such as spend and budget within the SEA BU.
What you will bring
1. The position is accountable for all aspects of On Site Support Management within a multi-country geography, while building and engaging strong partnership with key vendors and internal stakeholders
2. Understand the demand for IT services and develop capacity to ensure appropriate levels of service
Collaborate with Regional MDS and other IS units to deliver projects and an end-to-end service
3. Coordinates escalations and critical issues across the BU - within OSS, leveraging OSS cluster managers
4. Manages the BU OSS budget; Costs spending are tracked and monitored, meeting regional finance thresholds. Delegates where appropriate the costs management to the Country staff. Has ability to run projects to achieve financial targets and champions cost ownership and policy adherence.
5. Maintain a high standard of ITIL service management criteria across teams and vendors, Enforces IT Services Management Processes and is Accountable for an efficient usage of Information Systems according to best practices.
6. Monitors and communicates client satisfaction within the geography and is accountable for ensuring delivery of Infrastructure service quality improvements through the relevant tower. Monitors appropriate geographic KPIs/SLAs for Infra services and solutions to the business. Review periodically the services with business and delivery groups
7. Manages vendor relationships through OSS cluster leads, for all local and regional vendors. Ensures discussions on ethical behaviour of vendor resources, meeting service levels, associated penalties
8. Leads the MDS work on Acquisitions and Divestiture programs from an OSS pov. Coordinates due diligence and establishes MDS OSS resource demand for projects implementation along with Project Delivery leads in the regions.
9. Compliance and Integrity:• Know the ethical and legal compliance responsibilities of the position, apply integrity in all aspects of professional conduct• Maintain PO and GR compliance along with honest financial reporting• Follow Country Legal requirements for IT services
10. Implement and Manage a Service Improvement Program as and when required
More about this role
What you need to know about this position:
KPI
1. Financial Spend Management
(Target / Scope) Total oversight and ownership of approximately US$2.3M regional ITS budget
2. People Management & Retention
(Target / Scope) Responsibility across 6 countries, 27 sites, and 3,000+ PC users in SEA
3. Stakeholder Management
(Target / Scope) Partnering with local business, commercial, manufacturing, and regional/global IT teams
4. Customer Satisfaction
(Target / Scope) Maintain CSAT > 90% across the area
5. Business Uptime
(Target / Scope) Maintain 99% uptime for critical business processes
What extra ingredients you will bring:
Bachelor's degree in Information Systems/Computer Science/Business or equivalent• Minimum 8-10 years ITS experience with good understanding of EUC environment/services/technology• Good understanding of Vendor Management required to support governance processes• Self-starter who is able to operate independently/remotely• Strong analytical capability and basic financial discipline• Translates commercial needs / capabilities into functional requirements• Good knowledge and understanding of SAP and general Financial and Procurement processes.• Good understanding of IT Services and ability to manage vendors to get results, including Outsourcing.• Having a service oriented personality.• Excellent written and verbal communication skills• English fluency a must, other languages a plus
Education / Certifications:
Job specific requirements:
Travel requirements:
Work schedule:
No Relocation support available
Business Unit Summary
Mondelēz International in Southeast Asia is in five countries serving 19 markets with more than 18 nationalities and 7,500 employees. This group is emerging as one of the fastest growing regions in Asia, the Middle East and Africa, and we are proud of consistently producing high quality products in nine manufacturing sites. We are market leaders in key snacking categories, making and selling brands like Oreo and Tiger biscuits, Kinh Do mooncakes, Jacob's crackers, Cadbury Dairy Milk chocolate, Tang powdered beverage, Halls candy and Eden cheese. We set the benchmark in being a responsible business and contributing to the communities in which we operate.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Technology Infrastructure
Technology & Digital