Job Description

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

As the Head of Service Delivery Management & Integration, your role involves ensuring excellent support to the partners and owning the relationship in accordance to service delivery model and in accordance to ITIL service management.

How will you CONTRIBUTE and GROW?

Manage Service Delivery & Integration Team

Leads and mentors the regional Service Delivery Managers and working closely with the business application team in meeting business needs.

Strong Leadership capabilities and experience in leading multiple delivery teams in achieving service management KPI / SLA in accordance to the defined agreement.

Taking ownership in overall service delivery in application management and development together with external partner.

Works closely with different department to promote seamless integration between IT systems, application and services to ensure service delivery efficiency.

Implement Best Practices

Be part of the IT Leadership Team and work in close partnership with peers alongside with other stakeholders to deliver optimal IT services to the firm within available budgets and resource capacity.

Ensures the Service Delivery team and the constituent team members continue to improve in order to meet Air Liquide\'s evolving support requirements and to support team members\' personal development and career satisfaction through recruitment, training, coaching and appraisals

Service Management and Integration

Provide the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative processes, standards and technologies

Performance and Quality Management

Deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement.

Ensuring the service delivery team achieves user satisfaction according to CSAT feedback.

Are you a MATCH?

MSc or BSc in IT Software or Computer Science disciplines, with significant experience leading service delivery management, project management or related roles.

Strong industry knowledge and understanding of service delivery frameworks, best practices, and emerging trends are essential.

Familiarity with IT service management (ITSM) frameworks like ITIL (Information Technology Infrastructure Library) or other relevant frameworks, especially in technology-driven organizations.

Excellent managerial and leadership skills.

Strong problem-solving, analytical, and critical-thinking skills are crucial in assessing challenges, developing solutions, and driving process improvements.

A strong customer-centric mindset is vital, as you would be responsible for ensuring that services meet or exceed customer expectations.

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide\xe2\x80\x99s scientific territory and have been at the core of the company\xe2\x80\x99s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

Air Liquide