Purpose of Position

? To work with China leadership team and APAC IT manager closely; to anticipate and prevent IT issues from happening; To seek areas to improve overall business performance (4 ‘S’ – speed, service, security and stability) and to support business growth in China, a unique market where service performances highly depend on network regulations, restrictions and filtering.

? To be a ‘hands-On’ manager providing IT capability. The incumbent is also required to provide desktop support for users based in shanghai (office/filed based).

? To govern and maintain IT environment (all 8 offices) from desktop to associated infrastructure to enable efficient and reliable services are delivered to all China users (internal & external).

? To provide IT services to China users that meet or exceed the agreed KPIs and in-line with agreed Group IT procedures.

? To handle/manage IT Support in China (covering Server, networking, desktop/laptop, mobile devices, VoIP telephony, printing, any legacy system and all associated services) that also meets and exceeds the agreed KPIs and also meets/exceeds users’ expectations.

? To keep the above mentioned systems maintained and updated so that they continue to deliver and are fit for purpose.

? To liaise effectively with the First Level Help Desk (FLHD) so that all faults are resolved in the most efficient manner and time – including updating and closing calls in Remedy.

? To escalate, own and follow through any escalated calls to the 3rd line support/infrastructure team.

Key Responsibilities & Accountabilities

? Constantly explore and review preventive measures to avoid system breakdown/negative impacts of 4 ’S’ (Speed, Security, Service, Stability)

? Review China IT setup/process/procedure ‘AS IS’ status and ensure they are inline with APAC IT franchised model and Group IT framework.

? Day to day management of two IT support engineers based initially in Beijing and Shanghai, including setting up personal development objectives and monitor/manage their performances.

? Ensure all China IT service calls are logged and effectively managed/owned through resolution and closure.

? Continuously strive to offer an excellent level of customer service.

? Ensure hardware, software and end-user support as required and in-line with documented procedures/SLA targets in China.

? Ensure adherence to Group IT policies at all times.

? Accountable for raising changes in-line with the documented procedures and timescales.

? Accountable for documenting technical solutions and changes to current processes/procedures.

? Provide technical and administrative assistance to other IT/IS teams as required.

? Work with ISP and maintain network connectivity for all offices.

? Work with 3rd party suppliers to provide and resolve IT services.

? Work flexibly to ensure coverage of core business hours Monday to Friday. Out of hours, weekend and other site coverage to be covered as necessary and as agreed within BSI IT contractual obligations.

? Must be prepared to travel and work offsite for set periods as appropriate for the role.

Key Dimensions

? BSI has 8 offices throughout China with approximately 80 Office-based and 200 field-based computer users.

? It is anticipated that this population will generate about 300 support calls per month.

? The incumbent will be directly responsible for two staff initially located in Beijing and Shanghai.

? Third-party management of Support organizations will be required in various cities.

? The majority of business-critical processes are automated and are highly dependent on IT equipment and services.

? Many Group-led system change projects will impact users in China, organize and lead tests to ensure changes are only implemented after positive test results are confirmed.

? Work closely with APAC IT manager to benchmark China offices with APAC IT Franchised model

Knowledge / Skills / Abilities

? Experienced in staff supervision and performance management.

? Experienced in dealing the IT complexity in China (firewall, traffic filtering and restrictions).

? Excellent written and verbal English communication skills, able to communicate effectively at all levels.

? Demonstrably high level of customer services skills and team player focus

? Professional IT qualifications to back-up above knowledge – MCSE, MSP, CCNA (desirable)

? Sound working knowledge or preferably holder of ITIL Service Management and Prince2 (or other) methodologies

? Previous demonstrable experience of working in a demanding customer facing environment

? Experienced in IT Service Management (ITIL desirable)

? At least two years’ experience of team leader /manager role in IT industry

? At least five years’ experience of supporting PC technology

? At least two years’ experience of networking technology

? At least three years’ experience of server technology

? Must be willing to travel and work flexible hours. Out of hours, weekend and other site coverage to be covered as necessary and as agreed with APAC IT manager.

上班地址：南京西路388号仙乐斯广场10楼1006室