IT Operations Manager APAC

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Institut Straumann AG Full time
Job Summary

We are seeking an experienced IT Operations Manager to lead our Asia Pacific team, responsible for managing and overseeing the day-to-day IT operations, ensuring the smooth functioning of infrastructure and support services.

Key Responsibilities
  • Oversee the daily IT operations, ensuring that systems, services, and infrastructure work reliably and securely.
  • Lead and mentor a decentralized team of Level 1 and 2 staff across Asia Pacific, building a high-performing team to sustain the growth of the company.
  • Coordinate IT infrastructure projects, including local initiatives such as new deployments, site moves, and expansions.
  • Develop a sustainable vendor strategy and define standards and policies for vendor and contract management.
  • Act as a regional lead for IT Service Management processes, creating strategies for service delivery optimization and documenting guidelines and runbooks.
  • Take ownership of critical and major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Contribute to our regional Project Portfolio Management.
Requirements
  • A bachelor's or master's degree in business management, Information Systems, Computer Science, Business Administration, or a relevant field.
  • Certifications in IT Service Management (ITIL V4) and Project Management (Prince2, Scrum, etc.).
Experience
  • 10 years of experience in IT, covering areas such as Operations, Service Delivery Management, application, infrastructure, software development, and operation technology.
  • 5 years of experience leading and developing people.
  • 5 years of experience in IT Service Management (ITIL) processes working in international companies.
  • A proven track record of building, managing, and continuously developing Service Support Processes, Delivery Management, Project Management Office.
  • Hands-on experience in managing Service Improvement Programs (SIP), Corrective and Preventive Actions (CAPA), etc.
  • Experience in application and infrastructure architecture and a high awareness of information security models, cloud, network, virtualization, and traditional data center.
  • In-depth knowledge and experience in end-to-end process ownership.
  • Proven track records of managing agile project methods, ideally with SAFe and Scrum.
  • Demonstrated ability to work in a matrix environment where a high degree of cross-functional collaboration is required to deliver outstanding results.
  • Strong verbal and written communication skills in English, with the ability to engage with and present to executive level, further languages a plus.
  • Ability to travel (up to 20% of time).
Personal Attributes
  • Ability to identify relationships between business, information, applications, and infrastructure services.
  • Well-developed communication skills.
  • Leadership, tenacity, and ability to manage by influence in a complex matrix and fast-paced environment.
  • Excellent strategic and critical thinking skills with a high degree of emotional intelligence.
  • Entrepreneurial spirit, creative problem-solving mindset.
  • Self-motivated team player.
  • Resilient, able to adapt and perform in changing customer and organizational environments, combined with a can-do attitude.
  • High level of integrity and commitment.

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