Head of End User and Production Services (APAC)

Who we’re looking for
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. This role will be responsible for overseeing the country IT management, and business-facing IT production operations across the region which includes:

·               Service Management    

·               Production Application Support

·               Production Change/Release/Access control

·               AV Services

·               End User Deskside Services

·               Regional Service Desk

·               Regional Business Relationship Management

This role involves managing senior business stakeholder relationships to ensure IT service quality, stability, availability, and performance across all technology services. This role is 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.

What you’ll do

·       Leadership and Strategy – Developing 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 that 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 that 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

What you’ll need

·               Possess familiarity with a range of relevant practices and frameworks such as Automation, ITIL and DevOps, along with an appetite for and experience of service modernisation and innovation within a regulated environment. This aspect is particularly important within the context of a broader environment which is heavily focused on Engineering, Cloud, Data, and technology enabled business change.

·               Experience with managing third-party service providers

·               ITIL certified

·               Familiarity with the potential applications or experience of applying AI within an IT service context is highly beneficial.

·               Stay abreast of emerging technologies, industry trends, and best practices to drive innovation in end user and production services.

We recognise potential, whoever you are
Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought, facilitated by an inclusive culture, will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer. You are welcome here, regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristic.

Salary expectations of candidates will be considered when assessing suitable candidates. Due to the high volume of applicants, only shortlisted candidates will be contacted for further evaluation. All applications will be treated with strict confidentiality.

Job Reference: SIN02127