Vice President, Employee Technology Support

**Your background**
- Engineering / Bachelor’s Degree in Computer Science or Information Technology, or a related field.
- ITIL V3 Foundation (minimum)
- Experience and knowledge of change management principles, methodologies, and tools
- Previous experience in Service Transition, Service Design and Change Management
- Experience in Risk Management, Service Improvement and Stakeholder Management
- Able to work effectively at all levels in an organization
- Must be a team player and able to work collaboratively with and through others
- Providing reporting and other updates to management and project teams
- Proficiency in business management, statistics, analytics, and spreadsheet software such as Excel.
- Excellent communication skills at all levels of the organization both written, verbal and active listening
- Ability to build strong relationships and influence others to achieve common goals.
- Great organizational, project, and time management skills
- Flexible and adaptable; able to work in ambiguous situations
- Resilient and tenacious with a propensity to persevere
- Natural inclination for planning, thinking strategically and analytically.
- Problem solving and root cause identification skills
- Acute business acumen and understanding of organizational issues and challenges

**What you can expect**

Employee Technology Support (ETS) Operations provides operations and governance coverage for ETS products/services including Messaging & Mobility, Enterprise Voice Operations, Desktop Transformation, Deployment Management & Operations, HVD and Managed Print Services.

This is a new position for APAC. The role is of ensuring Compliance to Enterprise Change Management requirements and MRA standards for ETS APAC changes. In addition, bringing Operations Acceptance Improvements for new products and services rollout with zero business interruptions. She/He will be dedicated SME supporting effective process improvement for above domains across all the verticals of the organization in the region in partnership with global teams

**What you will do**

**Key Responsibilities**
- The role will focus on the compliance to change management and service transition standards following enterprise guidelines
- Ensure Enterprise Change management standards and Service Transition best practices are adhered.
- Manage input from stakeholders to continuously improve and develop the Change Management and Operational Acceptance process, procedures, and templates.

**Change Management**
- Creating and Implementing Change management requirements and submissions aligns with enterprise requirements/guidelines.
- Putting strong rigor and reporting ensuring zero change defects / failures.
- Developing Regional Change Management best practices leveraging global standards.
- Manage APAC change requests and review planned changes and associated documentation are in line with enterprise requirements
- Training and Coaching change managers / coordinators on the enterprise best practices.
- Leading change management work streams with a structured methodology / process and Provide coaching and training to employees at all levels.
- Thorough knowledge of, and experience in, change management principles and methodology.
- Supporting development of communications relevant to change initiatives.
- Defining success metrics and measuring performance against these.

**Service Transition - Operational Acceptance Manager**
- As an Operational Acceptance Manager, you will work alongside the Project Management team to ensure that new and changing services are successfully transitioned in line with key deliverables.
- Operational Acceptance Manager shall work closely with the project’s teams, service owner and service delivery manager, the first line and second line support managers and teams, change management and the infrastructure teams working in close cooperation with the projects, operations and release and deployment team.
- Accountable for coordinating several activities, such as testing, release and successful deployment
- Engage Project Team and ensuring new changes are compliant with the operational environment and with the requirements from the different support and operations team,
- Secure new product rollouts have established regional support model defined and agreed before rollouts.
- Engage with the project manager to ensure that all handover activities are prepared and completed including processes, knowledge documentation, performance metrics and monitoring according to requirements and priorities.
- Documentation for operational support (e.g., playbooks, user guides, troubleshooting guides).
- Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, WLAs and BSS monitoring commensurate with business requirements and priorities.
- Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new IT product