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 Service Integration Manager is responsible for ensuring that services are being seamlessly delivered to the clients of an organization, with the focus of integration processes and governance of delivery metrics across the different internal and external service providers.

How will you CONTRIBUTE and GROW?

Manage Service Delivery

• Responsible for building, maintaining and managing relations with all internal and external service providers, and addressing requirements/escalations/improvement needs
• Partnering with 3rd party vendor in delivering of IT service according to KPI / SLA

Implement Best Practices

• Research and implement best practices in the entire stack of service delivery, from help desk L1.5 to demand and project delivery.
• Drive service performance by closely integrating and working with suppliers and other IT Partners using global standard KPIs. Participating in service status meetings, reviewing service operational reports and scorecards, and producing management reports to the Leadership team and business stakeholders.
• Working closely with offshore, nearshore and onshore support lead to ensure the ITSM practices are well followed and adopted by the entire delivery team

Service Management and Integration

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Governance of process and operational integration across the delivery teams, to ensure agility and quality of such service being delivered to our business clients

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery optimization
• Providing accurate and regular reports to the management on performance of the service delivery
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Are you a MATCH?

• MSc or BSc in IT Software or Computer Science disciplines, with relevant experience in service integration/delivery
• Certified in ITIL 4, and experience in ServiceNow and Google collaboration tools
• Experience in dealing with third-party service providers
• Ability to manage multiple tasks and projects simultaneously
• IT Outsource industry experience and awareness on global market standards
• Excellent verbal and written communication skills and excellent customer service skills

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