Sr. Manager IT Support

**Sr. Manager IT Support & EUS, APAC**:
Our team in **Singapore** currently has an opening for a **Sr. Manager IT Support & EUS, APAC**

**YOUR ROLE & RESPONSIBILITIES**:
The primary duty of the APAC IT Support & EUS lead is to ensure the IT Support and End-user support performance is in line with expectations. The person will be responsible for providing a workable organization within APAC and to provide proper leadership and directions to such.

The role will also ensure that all L1/2 staff record, prioritize and manage the lifecycle of incident and service requests as well as ensuring staffing levels are always adequate to support our internal customers.

The person will also adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the lead and guidance from the ITSM organization.

The role of the APAC IT Support and EUS lead will report to Global IT Services and Operations lead.

**Responsibilities**:

- Provide strategic alignment between the other site support APAC and assist with driving programs/tasks aligning to global standards
- Manage IT support team members, who will be responsible and accountable for L1/2 responsibilities (both onsite/remote) across APAC; will also have matrixed-accountability to APAC IT business partner leader; oversee APAC IT site support
- Ensure proper support organization for Brenntag’s APAC region, meeting SLA and target metrics
- Ensure staffing levels are adequate to support in line with expectations
- Ensure the implementation of SLAs following the lead and guidance from the ITSM organization
- Ensure the implementation of Information Technology Infrastructure Library (ITIL) standards and best practices following the lead and guidance from the ITSM organization
- Develop & maintain business relationships with stakeholders to ensure IT support performance is in line with expectations
- Work together with other regional IT Support & EUS regional leads, for best practice sharing and collaboration
- Work together with CSD (Central Service Desk) for proper support outside operating hours within APAC, assets deployment, and SOP
- Act as a technical escalation point for APAC IT Support Services
- Acts as the senior point of contact for support issues in APAC and is accountable for the quality and delivery of technology support services
- Ensure all relevant metrics are visible to higher management
- Escalate when/where needed; Communicate succinctly to end users and across teams

**YOUR PROFILE**:

- Bachelor's degree or Master’s degree in Computer Science, Information Technology, Operations, Behavioral Science, or other-related industry experience.
- At least 8 years in a similar role and people management experience,
- At least 3 years experience with ITIL
- At least 2 years experience with ServiceNow (or other equivalent ITSM tools)
- Fulfil, Resolve, trouble-shoot incidents and service requests
- Maintenance and adherence of the APAC IT support operational processes
- Direct experience leading support teams including on-site support, remote support, and service desks.
- Experience leading geographically disbursed teams; Ability to facilitate and leading cross-country teams
- Experienced in implementing, documenting, and operationally maintaining IT services and EUS, ensuring providing feedback on SOP
- Experience in delivering high level of customer focus and strong customer support
- Experience in people development, and can inspire and motivate team members
- Strong analytical skills, influencing skills, and empathy
- Strong communication skill, in both written and verbal
- Strong operation and execution track-records (say-do)
- Self-starter, proactive, and collaborative
- 20% of Travel expected, and leverage TEAMs collaboration wherever needed

**INTERESTED?**: