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Clifford Chance

HKG - Technology Services Manager

SUMMARY

Technology Services Manager will be responsible for the delivery of business technology solutions across the APAC region as well as day-to-day management and leadership for the Hong Kong 2nd line engineers.  This role will be accountable for building a close relationship between IT and the business.

The Technology Services Manager has dual roles.  Firstly, the management responsibility for the Hong Kong 2nd line engineers ensuring a smooth and effective operation across all business functions.  Secondly, a regional responsibility as Technology Specialist ensuring all new business impacting technologies are successfully delivered and integrated into the business as usual operations. 

The key deliverables for these joint roles include but not limited to:

  • Ensure all aspects of local IT support activities are made in line with the local, regional and Global IT strategy and roadmap ensuring local considerations are considered

  • Participate in system/process reviews and the analyses of existing business processes to identify improvement areas

  • Evaluate new technology products introduced by global IT and define the appropriate deployment method for the region, providing training and educating staff on how to deploy and support

  • Evaluate and design meeting room audio and video equipment for the APAC offices, including unified communication system.  Help bridging the gap between business needs and technology solutions through innovative designs

  • Provide technology expertise and help to executing large-scale technology transformation projects across the region

  • Design and conduct technical training to regional 2nd line engineers to ensure knowledge levels are consistent throughout the region

  • Help in ensuring the APAC IT team focuses and delivers on maintaining a cost-effective service together with the managers of Service Management and Infrastructure teams

  • Proactively review the Service Improvement Plans in conjunction with the business community to continually improve the effectiveness and overall performance of the 2nd line support function

  • Coordinate and co-work with global technology support groups and departments to ensure effective incident resolution and service delivery

  • Provide procurement support to the team and liaise with expertise in specific areas, namely desktop hardware, desktop software, remote services, user administration and training

  • Provide support to regional offices for local IT projects as needed

  • Ensure global policies and procedures are adopted and applied by the Hong Kong team

     

    KEY RESPONSIBILITIES 

    Ensure provision of core services in line with agreed service levels for the Asia region:

  • Build business relationships within the Hong Kong office and across APAC region acting as the lead technology specialist for introduction and adoption of new end user technologies
  • Manage and maintain the performance of the Hong Kong 2nd line team against the defined Service Levels
  • Act as the service escalation point for major incidents that cannot be fixed in the normal process
  • Help resolve complex issues raised by the business and work with the technical teams to identify possible workaround solutions
  • Help find solutions to complex problems and process inefficiencies
  • Ensure adherence to global IT processes and procedures, including training and production of user guides
  • Ensure a highly visible support team across the business floors that proactively engages with end users to add value through daily Tech Bars and floor walking etc.
  • Understand business requirements and communicate them across IT Operations:
    • Provision of Desktop Hardware and Software support including Remote services (eg. RAS/VPN, Token & secure ID, Blackberries)

    • Responsible for user admin services (where required) across several defined applications

    • Make IT Operations support organisation "transparent" to users via "seamless" interface

    • V.I.P. (Partners and Senior Management) support

    • Review business requirements by attending and/or facilitating meetings as directed

Team Management and Development:

  • Ensure effective day-to-day management of the Hong Kong team and adequate levels of support throughout the business day
  • Manage IT transformation and change programs with an understanding of the implications the new IT strategy can have on the day-to-day operations of a business
  • Manage staff training and development in line with the department's ability to support future technologies  
  • Provide coaching and leadership for the Hong Kong team
  • Manage the Hong Kong 2nd line team budget
  • Provide reports to the Regional Technology Services Manager as requested
  • Ensure all end user communication is written in a clear, succinct and professional manner

New end user technologies and regional projects:

  • Responsible for testing and evaluating new technologies across APAC region, assisting in the project transition to business as usual and participating in system/procedural review and analyse the existing business processes to identify improvement areas
  • Help all APAC offices to architect and manage the selection and implementation of new technologies
  • Help deliver large-scale technology transformations for the region
  • Design and conduct technical training to support staff to ensure knowledge level is consistence throughout the region
  • Evaluate and recommend meeting room AV solutions and ensure a consistent look and feel across all APAC offices
  • Responsible for client application and desktop operating system software implementation management

Service Management and Development for the Region:

  • Promote close working relationship with Service Management function while helping to bridge the gap between business needs and technology solutions through innovative designs
  • Promote ideas to: (i) improve the IT support level with continuous review of current Service Improvement Plan, and (ii) improve or maintain Client systems, covering h/w and s/w upgrade paths
  • Responsible for management information reporting to cover all areas of Client Services, Desktop Change Control & Asset Management
  • Responsible for maintenance of policies and procedures, both locally or globally supplied, wherever appropriate to maintain the integrity of user access
  • Work with Regional Technology Services Manager (RTM) to help negotiate, implement and report for SLA/KPI's and liaise with vendors, where applicable

  • At least 7 years of experience in a technology led support role and at least 2 years of management experience, preferably in a law firm or MNC

  • Strong technical skills/knowledge across end user desktop applications and technologies, meeting room technologies and mobile/remote working technologies a prerequisite

  • Ability to think outside the box to find solutions to complex problems

  • Fluency in English and Cantonese (both spoken and written) will be advantageous

  • ITIL foundation certification is important and able to prove skills and experience in this area

  • Proven track record and experience in managing and achieving SLA, service delivery and reporting required

  • Experienced in managing budgets advantageous

  • Customer service oriented with strong interpersonal, communication and leadership skills

  • Willingness to take ownership and show initiative to achieve results

  • Able to work independently and effectively under pressure


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