Description of Job Responsibilities

Job Purpose

Enterprise information and technology is in a transformative period.  The explosion of data tied to the ubiquity of digital technologies and services available to consumers is changing the expectations of senior leaders, employees, customers and patients.  People want access to information, from any place, on any device, at any time of day or night. These challenges require IT to significantly uplift its technology and information skillsets to meet the rapidly accelerating information and technology demands of new markets, new products and new divisions. To address this challenge, IT has established a three hub model in Singapore, Branchburg and Prague to provide a follow-the-sun operational model leveraging networked teams that can work virtually with business clients and other IT colleagues across all geographies and divisions. 

For the GTO/GIO Service Delivery/Management Lead, we are seeking an energetic, forward-thinking leader to direct a team which works in our Global Infrastructure Operation (GIO)  organization to plan, manage, and continuously improve IT’s complete set of infrastructure and workplace services under the Managed Services (MS) construct, with a focus on supplier and service management & relationships. The incumbent will manage an innovative operational team based in Japan or Asia North, that handles all technology service operations across various MSD sites, and oversees the appropriate application of globally defined processes around Configuration Management, Change Management, and Incident/Problem Management, then leveraging the data and analytics that can be gleaned from these processes to drive new, and more efficient ways of operating.        

This role is also required to support the operation, planning and execution of IT strategies related to infrastructure. Complying with the country regulations as well as global policies and standards pertaining to IT infrastructure. The IT infrastructure environment comprises of laptop/desktop, mobility devices, networks, security, servers and telephony throughout all business divisions. Requires close cooperation with IT colleagues as well as the business to deliver IT infrastructure capable to support the business needs. Assume full responsibility for IT infrastructure from demand, planning through realization of the infrastructure programs.

Primary activities/responsibilities

• Champions the One IT Operating Model. Promote collaboration with other IT divisions as well as parts of the MSD business to break-down organizational boundaries in favor of a highly-collaborative and customer-centric culture.
• Ensures that the team collaborates effectively with all IT colleagues.
• Operates and implements all IT infrastructure in scope.
• Implements a sustainable service model for all Infrastructure deployed, consisting of end user IT devices as well as back-office infrastructure locally implemented.
• Manages and forecasts budget in regards to the operating expenses of IT infrastructure.
• Manages large service contracts with external partners.
• Manages and develops staff in multiple countries with the emphasis on coaching and mentoring.
• Partner with Global Workplace Enterprise Services (GWES) in support of their network optimization activities with respect to opening, closing and consolidation of offices and facilities.
• Create a culture of innovation and experimentation while maintaining a focus on Operational Excellence and continuous improvement.