Technology Services Lead

**Position Overview**

Being on the forefront of innovation is exciting and leading transformation in a large global organization is a role that many people aspire to. The Coca-Cola company is looking for an end user focused technology manager who is passionate about delivering a frictionless world class experience to all employees on a modern cloud first integrated stack.

The Technology Services Lead for the ASEAN & South Pacific (ASP) West Region operating business unit is a critical role in the Coca-Cola company responsible for the end user experience that IT technology related services deliver to end users in the geography. The geography in scope are select ASEAN countries. The role covers the entire gamut of end user and infrastructure operations across computing, network, collaboration tools, video conference, cloud to mention a few. The role is responsible for
- The quality of the delivery of all IT technology related services necessary to run the operations and support the users according to the service levels.
- Driving ASP OU West business productivity and collaboration via the exploitation of standard technologies
- Ensuring appropriate content and level of user & leadership communication of operational and technology adoption
- Assisting the ASP OU IT Leader in end-user & collaboration technology initiatives in ASP OU West
- Innovative idea generation, End user project / program management for Technology and ASP OU business services initiatives

**Key responsibilities**:
**User Experience Delivery**

Be responsible for the quality of the of all technology related IT services being back-office (e.g. network infrastructure and distributed systems, incident and problem management, change management, inventory management, cloud services,) or client oriented (e.g. helpdesk services provisioned by Global Service Desk, desk side support services, service request management).
- Proactively identify opportunities to add value to the ASP OU business unit (more focus on specific ASEAN countries) through an understanding of how IT end user & collaboration tools can simplify and speed up work (esp Microsoft stack e.g. O365/ Power Platforms etc.)
- Ensuring that all IT services are defined, agreed and delivered (incl. VIP support) and handling escalations when they occur
- Measuring those services and report appropriately to the leadership.
- Selecting and managing delivery by the technology services vendors as per standards
- Driving service improvement plans on ongoing basis including through management escalation.

**Projects**
- Be responsible for the execution (on scope, on time, on ASP OU budget) of all collaboration and adoption projects within assigned ASP OU business unit (more focus on particular countries: Singapore, Malaysia, and Indonesia) including for major events
- Lead Asia Pacific wide IT / Technology project and program initiatives, in areas of End user technologies, Personal mobility, Network, Server, Collaboration tools etc.
- Support global/regional projects from an operational standpoint e.g. pilot/test, fact findings, ‘eyes and ears’ in the field,
- Identify local initiatives, run them through regional PMO process and lead projects/deployments as appropriate
- Track delivered benefits of the projects implemented

**_ ASP OU business service and consultant Responsibility_**
- Provide routine engagement to ASP OU business with the major focus on HR & Internal communication & finance users.
- Serve as the focal point of the contact for the ASP OU business unit for Technology.
- Actively participate in the ASP digital technology community, be savvy about the latest industry development and trends.
- Import suitable innovative ideas into KO and help to bring to other markets.
- Able to provide hands-on support for VIPs and critical Users

**Reporting Lines**
- Direct Report into IT Director for Infra & Ops for Asia Pacific Group, based in Singapore
- Working closely with the ASP TSM to ensure a consistent OU wide user experience
- Accountable to the ASP OU IT leader for user experience

**Experience**
- Extensive experience in leading and managing Desktop Support teams for a large global MNC
- 6+ years in IT function, working in Infrastructure roles, program management experience.
- IT Service Delivery Management and operations management
- Practical multi year experience in IT Service management and hands on expertise with Office 365, Video Conferencing, Network Tools, PC Imaging
- Good vendor management experience esp in managing partners to handle end user support
- Prior consumer / beverages / multinational company (MNC) experience preferred
- Building relationships and networks, in a customer facing role with experience in leveraging collaboration technologies
- Strong communication skills in English

**Education**:

- Minimum of bachelor’s degree in IT / related field
- Related IT Certifications like PMP, ITIL, etc

**Skills**:
IT Infrastructures; Help Desk Support; People Mana