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Data&Analytics Service Delivery Manager-APAC IT

Сфера деятельности: Information Systems

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Shanghai

Страна: China

Preferred profile/ skills:

  • Proven track record in handling outsourced BI & Analytics “Operations” at multinational organizations in a regional role/ capacity
  • Minimum 3 to 5 years of experience in managing BI & Analytics projects in a multinational organization
  • Strong technical understanding of BI & Analytics concepts (data warehouses, marts, big data, reporting and visualizations) is mandatory
  • Proven ability to direct the activity of 3rd party / partners who are located both nearshore and offshore
  • Solid understanding and prior experience with ITSM
  • Extensive experience and excellent professional skills in the area of “Service”
  • Fluency in English
  • High level of customer orientation (internal and external)
  • Prior working experience with Microsoft BI (SQL Server, SharePoint, SSAS, SSRS, Power BI), Informatica, Big data platforms such as Cloudera Hadoop
  • Working knowledge of DevOps as a discipline
  • Working knowledge of Transition methodologies from 3rd party partners (DEV to RUN/ BAU)
  • Pro-active, Self-motivated & Problem-solving attitude
  • Collaborative approach to working; Strong communication and organizational capabilities; and ability to work in a matrix/ multidisciplinary teams
  • ITIL/COBIT certified (must)
  • PMP certification will be a plus

Job objectives:

  • Deliver IT operational excellence that ensures the day-to-day delivery of BI & Analytics applications across APAC
  • Participate in designing and delivering BI & Analytics RUN Operations & Governance
  • Drive continuous improvement across BI & Analytics services in the current service catalog
  • Monitor RUN Operations and take corrective actions to achieve SLAs, On-time availability of data (OTA) and mitigate risks along with 3rd party partners
  • Monitor System Utilization, Administration and Maintenance to achieve optimal performance on all LIVE BI & Analytics applications
  • Track and improve Service Level to internal customers 

Job description:

  • Maintain high performing service support functions
  • Ensure a regular customer survey for your responsible services and have personal goals on improvement of service levels
  • As owner of the escalation process, the Service Delivery Manager takes ownership of major incidents to ensuring co-ordination of resolving parties, effective communication to stakeholders and post incident review (incl. root cause analysis)
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and 3rd party service review meetings covering performance, service improvements, quality and processes