As IT Service Delivery Specialist, you are accountable for
• Governing the availability of all IT Services within the market
• Being the local point of contact for all stakeholders for IT issues
• Ensuring that global standards, polices and procedures are followed
• Managing the market’s IT and network infrastructure
As IT Service Delivery Specialist, you are accountable for
• Governing the availability of all IT Services within the market
• Being the local point of contact for all stakeholders for IT issues
• Ensuring that global standards, polices and procedures are followed
• Managing the market’s IT and network infrastructure
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 in any and all requests or issues
• Act as 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 customer satisfaction 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 f 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 duties
• Document and 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 od scope is referred back to the solution team
-Manage local contracts and agreements 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 market in case of delays, issues, changes of scope
• Work as part of the virtual team within market 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 Market
• People Management
-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 and being able to work under pressure
KEY REQUIREMENTS & COMPETENCIES
• At least 3-5 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 great team player
• Great communication and presentation skills, in written and verbal English (and Chinese)
• Comfortable working in a global and multi-cultural environment
待遇面議