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 part of its GYM-T transformation plan, APAC has decided to consolidate and to design a new organization to get the best value from departments (finance, IT-Digital, Procurement, HR, Supply Chain) by better leveraging technology, people and competencies. Goal is at the end to boost efficiency and deliver outstanding and sustainable performance while also becoming more customer centric

The new Organization will seek for excellence and for that purpose will adopt Best in Class models delivering value through simplification, standardization of processes while adhering to Internal controls and compliance requirements.

Service Management is a mechanism which ensures that APAC Global Services operates with an outcome-oriented mindset to deliver services efficiently and effectively in a highly collaborative and transparent manner. Service Management Reporting Manager will be responsible for the overall service management framework for APAC Global Services.

How will you CONTRIBUTE and GROW?

• Implements the service management framework for APAC Global Services and ensures consistent execution, including the use of common service management capabilities such as service catalogue, service level management, customer experience management, risk management etc.
• Ensures and maintains long-term and reliable relationships with APAC Global Services stakeholders and business partners, conducts and follows up on business partner satisfaction as well as understands affiliate needs and aligns strategy opportunities.
• Plans and conducts end-to-end service performance meetings and activities on tactical level, serves as a single point of contact for urgent escalations (general service delivery issues addressed in tactical and operational service governance meetings) as well as manages and supervises critical escalations that need cross-center/cross-tower alignment.
• Sets direction for overall reporting needs of Business Shared Services, leads the development and management of initiatives associated with Reporting.
• Maintain, Analyze and Report Organization, Customer, Financial and Operational Metrics
• Support the management of the operational, customer, financial and employee performance of APAC Global Services
• Primary custodian of Service Catalogue - manage, maintain service catalogue and coordinate with APAC Global Services teams
• Support change management to all service-related formal agreements. This includes changes to service baseline, service level agreement(s), operational level agreement(s), and balanced scorecard.
• Assists AGS Towers in managing and monitoring their service performance level.
• Ensures accurate and timely APAC Global Services service reporting across all towers, including internal and stakeholder service performance.
• Provide inputs to continuous improvement and organization development activities

Are you a MATCH?

• At least 5 years\xe2\x80\x99 experience in a major companies in change management/ project management role. Business background in Shared Service centers will be a plus.
• Requires analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• Good business awareness and understanding of key interfaces within a shared service organization and its business functions as Procurement, Finance, HR and IT/Digital is considered essential.
• Ability to advise, persuade and influence people in a professional and effective manner.
• Extensive knowledge, experience and understanding of delivering high quality and cost-effective business processes.
• Ability to lead a team to work effectively and collaborate as part of a wider, multidisciplinary team to deliver common objectives.
• Contribute to a positive work environment that influences high employee engagement
• Advanced proficiency in Big Data Analytics, Metrics and Predictive Analytics, Operations Management, Service Level Agreement, Quality and Process Improvement, Issue Management, Service Change Management and Scope Management

What We Offer:

• Hybrid work arrangement
• Office location is 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.