Your role

As a IT Operation Team Leader - Digital Workplace, your mission is to [As the IT Operation Team Leader – Digital Workplace, you will lead a team responsible for delivering and continually improving digital workplace services. Together with the team and external partners, you will ensure that collaboration, endpoint and productivity services meet agreed quality, lead-time and cost expectations while serving stakeholder needs.]. You will report to [APAC IT Operations Manager].

Job Description

• Lead the APAC Digital Workplace Operations team and manage day-to-day delivery of EDI applications, endpoint and productivity services, Group applications, Webplatform etc.
• Drive continuous improvement of digital workplace operations, support and service delivery, with a focus on lifecycle management, efficiency and cost.
• Maintain a strong focus on user experience, customer satisfaction, compliance and service standards.
• Ensure digital workplace solutions and operations comply with reference architecture, security policies and service-management requirements.
• Implement, operate and develop services in the digital workplace area of expertise.
• Manage external partners contracted to provide operational support and service delivery.
• Ensure a closed loop between solution and service design, service transition and operations.
• Lead the delivery and adoption of new digital workplace services locally and regionally through structured support, development and change-management processes aligned with industry best practices.
• Collaborate with the Service Desk, Information Security, Application Managers, IT Managers and other stakeholders using ITIL service-management practices.
• Work with peers in other regions to ensure globally consistent digital workplace services and provide cross-functional support.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

Experience Requirements

• Minimum 6 years of hands-on experience in IT operations, digital workplace, EDI applications, end-user computing, collaboration or a related enterprise IT environment. Global multinational experience is an advantage.
• Proven people-management or team-leadership experience, including developing team capability, setting priorities and managing operational performance.
• Demonstrated experience designing, testing, standardizing and operating digital workplace solutions in a global, multinational environment.
• Strong knowledge of the following technologies and service areas:
• Microsoft 365 and collaboration services, including Teams, Exchange Online, SharePoint Online and OneDrive.
• Endpoint management and device lifecycle management for Windows, macOS or mobile devices, using enterprise management platforms.
• Identity and access management for workplace services, including Microsoft Entra ID, authentication and role-based access.
• Endpoint configuration, compliance policies, application deployment and endpoint security.
• Modern workplace security, including device protection, data protection, conditional access and vulnerability remediation.
• Unified communications and meeting-room technologies, including audiovisual collaboration services and support processes.
• Service monitoring, incident management, problem management and root-cause analysis for end-user and collaboration services.
• Digital employee experience, endpoint analytics and service-performance reporting.
• Cloud-based workplace services, integration dependencies and operational support for SaaS solutions.
• Automation and scripting for operational efficiency, such as PowerShell, workflow automation or self-service capabilities.
• Knowledge of accessibility and inclusive digital workplace practices is an advantage.
• Proven track record of working effectively across cultures and with peers in other regions.
• Working knowledge of standard IT processes and methodologies, including ITIL, PMI and SDLC.
• Comfortably working in a highly matrixed global environment.
• Ability to establish and improve operational standards, service metrics and continuous improvement plans.
• Proven experience in IT service planning, transition and operational development.
• Ability to manage relationships with service partners and third-party vendors, in close cooperation with Strategic Sourcing when needed.
• Strong team spirit, communication and interpersonal skills.

Educational Requirements

• University degree in Information Technology, Computer Science or equivalent experience.
• Fluency in English, spoken and written, is required; additional language skills are an advantage.
• Relevant certifications in IT service management, Microsoft 365, endpoint management, collaboration technologies or related workplace services are an advantage.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

On-Site
This role requires you to work on-site at our office in Shanghai, China (CN). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

 Talent Acquisition Team: Rachel Tang