Head of End User and Production Services

We are seeking a highly skilled and experienced individual to join our team as the Head of End User and Production Services for the Asia Pacific (APAC) region. In this role, you will be responsible for overseeing IT management and business-facing IT production operations across the region. This includes managing various services such as Service Management, Production Application Support, Production Change/Release/Access Control, AV Services, End User Deskside Services, Regional Service Desk, and Regional Business Relationship Management.

As the Head of End User and Production Services, you will play a crucial role in managing senior business stakeholder relationships to ensure the quality, stability, availability, and performance of IT services. You will be a member of the senior leadership team in Asia Pacific, working closely with them to align with the global and regional technology strategy and comply with risk management policies.

**Responsibilities**:

- **Leadership and Strategy**:Develop and execute the regional strategy for end user and production services in the APAC region. Provide strong leadership and guidance to the regional team, ensuring their efforts are aligned with the organization's goals and objectives.
- **Drive Continuous Improvement**:Drive initiatives and implement best practices to enhance end user and production services. Collaboration with other global and regional IT stakeholders will be crucial to ensure consistent service standards and processes are maintained across the organization.
- **Service Delivery Management**:Ensure services are delivered with high quality and in a timely manner. Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure and manage service performance according to global standards. Drive service excellence by implementing effective incident, problem, and change management processes while maintaining alignment with global practices. Coordinate with cross-functional teams to address complex production issues and minimize disruption to end users and production operations.
- **Vendor and Stakeholder Management**:Manage relationships with external vendors and service providers to ensure compliance with contractual agreements. Collaborate with internal stakeholders to understand their needs and align service offerings accordingly.
- **Effective Financial Management**:Develop and manage the regional budget for end user and production services, ensuring cost-effective operations. Actively seek opportunities for cost optimization, process efficiencies, and technology investments to drive operational effectiveness.
- **Risk and Compliance**:Ensure compliance with relevant industry standards, regulations, and data security requirements. Identify and mitigate risks associated with end user and production services. Implement robust IT business continuity and disaster recovery processes/plans to minimize service disruptions.

**Requirements**:

- ITIL certified with at least 10 years of experience managing end user experience, service management, and infrastructure operations.
- Experience working with a range of practices and frameworks such as Automation, ITIL, and DevOps, along with experience of service modernization and innovation within a regulated environment.
- Experience managing third-party service providers.
- Experience working in an asset management environment.
- Stay abreast of emerging technologies, industry trends, and best practices to drive innovation in end user and production services.

**We're Looking For the Best, Whoever They Are:
Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.

**Job Reference: SIN02127