Senior Manager, Infrastructure, EDT
Core
Lead Deskside and Service Desk services across the APAC region, ensuring efficient delivery of IT support and aligning with global IS strategies.
Role type
Senior Manager, IT Service Delivery (Deskside & Service Desk)
Builds
Deskside and Service Desk operations, service provider management, and regional IT service standards.
Domain
Healthcare/Medical Devices, IT Service Management (ITSM)
Deliverable
Dashboards & analysis | client delivery | infrastructure
Required skills
IT service management (ITSM), service provider management, project management, stakeholder management, compliance management, change management, strategic planning, team leadership, SLA management, cross-functional collaboration
Preferred skills
People leadership, experience in matrix organizations, business acumen, negotiation skills, knowledge of manufacturing/RA/QA/R&D systems
Technologies
ITSM frameworks, corporate IS standards, global change control systems, computer systems validation tools
Responsibilities
Lead the implementation of corporate IS standards for hardware and software across the region; manage service providers for Deskside and Service Desk across APAC; drive efficiencies globally by partnering with Regional Service Delivery teams; ensure compliance with regulations, policies, and standards including SOX and IS Global Change Control; transform service delivery to be more agile, automated, and customer-centric; develop metrics to track value delivery and customer satisfaction.
Seniority
Senior Manager, hands-on leadership with strategic oversight
