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.

The GIO Service Delivery Manager will be accountable for the execution of the 2 core services within APAC: Remote support and Automation. He/She will drive efforts to shift work to the Service desk for automation opportunities and ensure deliveries of automation services which include tools, knowledge and self help.

How will you CONTRIBUTE and GROW?

• Manage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day to day execution
• Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.
• Manage, govern and deliver on GIO/End User Support performance targets.
• Lead the service to motivate contractors and influence them to take positive actions and accountability for their assigned work.
• Create an operational culture that drives customer service, innovation, and leveraging best practices to improve financial and service delivery performance.
• Perform operational management of multiple geographically diverse Service Desk locations that operate on a 24/7 basis.
• Support the formalized Knowledge Management approach and strategy to support all End User Support teams and improve end user efficiency through shift-left, automation, and self help.
• Produce improved cost efficiency through shift left activities with infrastructure, operations, and application teams that benefit the end user experience and efficiency.
• Contribute to and implement best practices and tools for End User Support. Organize and run all meetings associated with the Global Governance for End User Support. Create and execute against the Global Governance charter for end user support. Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.

Are you a MATCH?

• Bachelor\xe2\x80\x99s degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)
• Demonstrated teamwork and collaboration in a professional setting.
• Experience with Google collaboration tools is a plus.
• Strong interpersonal and team work skills.
• Excellent verbal and written communication skills and excellent customer service skills
• Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines.
• Strong ServiceNow reporting capability ( SLA\xe2\x80\x99s , Time Durations, Service based, Business Analytics) Have vast experience to manage the regional service desk support team

What We Offer:

• Hybrid work arrangement
• Office location accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child\'s specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits, etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles

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