Director, Global End User Services

1 week ago

Singapore LINEAGE LOGISTICS MANDAI PTE. LTD. Full time

Lineage is the world's largest temperature-controlled industrial REIT and logistics solutions provider, with a global network of over 400 facilities, spanning 25 countries across North & South America, Europe and Asia-Pacific.

Working a Lineage is not just a job - it's an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage team, you are a critical link in the food supply chain.

The Asia Pacific region currently includes Australia, New Zealand, Vietnam, Sri Lanka and Singapore, employing nearly 3000 employees.

As we continue our transformation and growth journey in the region, we are now looking to appoint a **Director, Global End User Services **to join our team in Singapore.

Reporting to the Vice President, Global Service Delivery (GSD), you will be working as a key part of the End User Computing function globally for Lineage by overseeing and managing all IT End User Computing (EUC) activities, ensuring optimal and cost-effective IT tools.

**EUC at Lineage - **The Lineage global EUC estate (~ 27k devices) spans across 3 continents (AMER, APAC and EURO) with around 25K EUC Devices equally split between non-function (laptops, desktops) and functional devices (RF, VMU, Voice Sets) along with around 2K Laser Printers.

**Role Overview**

This is a rare and unique opportunity to support our users across the global organisation, with a particular focus on APAC. Given a significant portion of our MSP operations are conducted out of India, this role will require flexibility to work across different time zones in the region and to collaborate effectively with this team.

The Director, Global End User Services is ultimately responsible for ensuring that end users have the necessary tools, systems, and support to effectively perform their jobs.

**Key areas of responsibility include**:

- Measuring and improving end-user satisfaction through surveys, feedback and user experience metrics
- Ensuring EUC Services meet agreed-upon SLAs such as response time, resolution time and availability
- Effectively managing incidents and service requests, ensuring timely resolution and mínimal impact on end users
- Endpoint Security - Implementing and maintaining robust security measure for endpoints, including antivirus, patch management, and data protection
- Endpoint Management and Automation: Streamlining endpoint management processes, automating routine tasks and ensure standardized configurations
- Promoting and facilitating the adoption of new technologies and tools among end users through training and communication

**Qualifications & Experience**:

- Qualifications in IT or related disciplines (Bachelor’s degree required; Master’s degree preferred)
- ITIL V3 certified, Six Sigma and HDI certification
- Expertise and certifications in End User Computing technologies including, but not limited to SOTI, Intune, SCCM, Exchange, Okta, Active Directory (Onprem and Azure), Identity Management tools, MS Teams (VOIP), SharePoint, Networking, Endpoint security and File sharing (Box), DocuSign
- Hands on experience with End user monitoring and RPA tools
- Experience of identifying, transitioning, and managing a remote MSP vendor is essential
- Experience of working in global structure so the role warrants regular discussions outside of one’s normal business hours, hence work style flexibility is also essential

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