Position
As IT Service Delivery Leader, you will effectively manage internal customers' business demands with a strong technical services approach, manage various projects within the IT arena to ensure work is delivered on time and in scope, provide budget and manage vendors.
The person filling this role will also assist with service delivery tasks as defined below, facilitating business requests for change, service issues, SLA uptimes, reporting and strengthening a business partner relationship through the delivery of great service. The role is varied with plenty of scope for development and will help the team to deliver a quality IT service within Louis Vuitton.
The IT Service Delivery Leader is the key account contact for day to day management of our business; they will work with the internal customers to provide a consistently high level of service delivery across all areas of business interactions within the markets.
As IT Service Delivery Leader, You Are Accountable For
- Govern the availability of all IT Services within the country
- Be the local point of contact for all stakeholders for IT issues
- Ensure that global standards, policies, and procedures are followed
- Manage the country's IT and network infrastructure
- Reports locally to Regional IST Manager (SG) with functional report to Regional IT
Profile
Duties & Responsibilities
- Have a detailed knowledge of the services and service catalogue provided to Louis Vuitton business
- Understand the effect a service outage and SLA may have from the business perspective
- Be responsive to users requests or issues
- Act as an L2 escalation point for issues reported into the solution teams
- Monitor and follow up monthly reports on service reviews and improvement plan
- Help define and improve internal SLAs and external OLAs
- Ensure all users services are billed correctly
- Drive SIP with LV Asia Service Desk
- Track ITSM for outstanding requests and issues, ensuring user visibility on SLA
- Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables
- Ensure timescales are within reach and if not update reports to reflect ability to deliver
- Hold monthly review meetings with retail operations both in person and by conference call for remote cities
- Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management
- Manage and facilitate projects and requests through delivery
- Scope clear requests and deliverables
- Liaise with users and other third vendors to gather required information
- Ensure any change of scope is referred to the solution team
- Manage local contracts and agreement where needed
- Ensure tasks are allocated and being progressed effectively
- Maintain an active interest in the running of the project
- Attend all client project update meetings
- Be the contact point for country in case of delays, issues, changes of scope
- Work as part of the virtual team within country IT group to provide project assistance and knowledge sharing
- Act as an Ambassador for IT and promote central initiatives
- Manage local IT providers, secondments and approve on-demand proximity dispatches
- Manage and track ITAM and procurement according to LV core models
- Ensure compliance in security and standards
- Vendor Management
- Conduct periodic performance and KPI reviews based on agreed contractual terms
- Keep a solid working relationship with vendors and manage escalations as required
- Manage billing, payments and contract negotiation as required in the country
- People Management
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- Able to communicate effectively with internal business and different IT teams, and effectively make sound management decisions
- Coach and lead the service team to constantly challenge self and display professionalism
- Other tasks as assigned to and being able to work under pressure
Additional information
Skills & Requirements
- At least 5-8 years of experience in service delivery and infrastructure project management
- University graduate in Computer Science or Engineering
- Strong Knowledge in networks (routing, LAN, WAN, WiFi, IPT) and EUC (end user computing) support
- Sound experience in POS support
- High initiative with strong ownership
- Substantial knowledge of IT support and operations
- Service minded and a great team player
- Great communication and presentation skills, written and verbal
- Comfortable working in a global and multi-cultural environment
- Working experience in regional MNC or retail industry is a plus
- Certification in CCNA, MCSE, MCP, PMP/Prince2, ITIL
Contract Period
- 12 Months
