Purpose Profile and DescriptionLead a team of employees in a multinational environment working towards aligned global goals and ensuring targets are met Foster global collaboration within and outside of GIS Global User Services to work in a service-orientated way using agile methodologies and mind-set Ensure efficient and effective delivery of operational plans based on agreed IT processes standards and tools Provide guidance in application technical and platform support maintaining consistent configuration implementation and operational support Detailed list of role responsibilities CommunicationCommunicates functional vision roadmap and departmental goals within his team and works to assure employee buy-in and acceptanceProvides relevant and timely communication to IT partners global teams in outside GUS and other stakeholdersLeadershipEnsures the right people are in the right jobs and develops individual contributors Creates an environment of teamwork and trust within the team and across the wider areaEmbrace change and create a spirit of innovation where failures are acceptedFosters global collaboration and strives for harmonizationApplies LEAN and Agile methods to manage the team and the tasks assignedManagementBased on operational plans sets clear targets plans organizes and monitors team performance through following the performance management processes and where necessary initiates corrective actions to cover shortfalls in performance and capabilityDrives efficiency by utilizing the global workforce based on defined best practice processes for IT operationsFollows defined working processes and standards in the execution of daily duties and job functionEnsures process adherence in the respective area and initiates corrective actionsEnsures standard reports are generated on time to demonstrate demand for ongoing projects enhancements bugs operational activities etc Fosters teamwork and empowerment of individualsKeeps the team focused on key priorities projects by setting measures and milestonesTakes required decisions based on situation and clearly explains the whyProactively works to remove roadblocks and barriers to progress for the teamInnovationIs aware of technology trends and able to collaborate on new technology within GIS and with other IT partnersActs as an incubator for new technology trends for the Global User Services Shared Service Centers organization by piloting new technology prepare it for implementation and handover to the Service Desk Onsite teamsOperationsManages the delivery of high-quality technical support and advice on various technical Roche platforms in the areas of end-user client computing communication software applications and all other relevant areas of User Services to facilitate the resolution of IT incidents at site level according to SLAsProvides Software assignment rollout and deployment services to ensure consistent deployment of Roche applications to the end user client computing environmentSupports hosting of regular forums and presentations of upcoming technologies and services for GIS User ServicesEnsures that information and consulting source and cascades technical messages to ensure sites are aware of technical incidents and their workarounds or solutionsManages Master Incident Ticket process on a regional global levelManages the Problem Management process to ensure the root cause of an issue is eliminated by analyzing incidents for recurring patterns of failureWorks in a professional manner at all times and maintains a consistently professional image of the service team and overarching organization through open communication reliability and high availability as well as promoting the values and benefits of the Support organization Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions Required Skill and ExpertiseBachelor and rsquo s degree in Informatics Engineering or business field or equivalent experienceTechnology related to the position training and education5 years of IT management experience in multiple areas of business or technology domainITIL certification minimum foundation certificateLed teams also in virtual environmentsCustomer quality cost and delivery focusedExcellent coordination communication and organizational skillsResponsible and reliable but still Inspiring and empowering leadership styleEnergy and drive to deliver through team and projectsInternational mindset with clear goal orientationWillingness and ability to work outside normal office hrsWork experience in an English speaking environment any additional language is a plusFlexible to work outside of business hoursExperience in working in a global team with proven interpersonal skills to interact effectively with site Informatics staff in multiple countries and varying culturesAdvanced verbal and written English skills additional languages are an assetCross experience is envisaged as an advantageExperience in highly regulated environments advantageousProject management experience desirableProcess management experience desirableTravel possible up to 25
Type : Company job
Role : Manager
Industry : Human Resources Management/Consulting
Salary : MYR 15,000.00 - 18,000.00
Roche is a global healthcare organisation based in Basel,Switzerland. We are committed to developing healthcaresolutions in the field of diagnostics / devices and pharmaceuticals.We develop and sustain a talented cohesive team thatcollaborates with our business partners and offers a catalogof harmonized, high quality and cost-efficient standard financial servicesto enable compliance and effective decision making.
Roche Values of Passion, Courage and Integrity are applied across the business and in our talent recruitment philosophy as we aim to source and select employees to work in our organisation.