Senior Executive, IT Service Quality & Governance –Jobs at edotco Group Sdn Bhd – Kuala Lumpur (KUL) – Malaysia

Job Purpose

• To support on planning, managing and optimising IT processes, policies and guidelines
• To support IT Strategy in overall IT Cost Management and Service Portfolio Management and monitor Group IT Operation CAPEX and OPEX
• To support and drive IT Service Catalogue Management on producing and maintaining accurate information on all operational services
• To support continuous IT Improvements on processes, quality management, program governance, risk, and tools
• To proactively managing 3rd party contracts and monitoring vendor performances

Key Accountabilities

•    To support on planning, managing and optimising IT processes, policies and guidelines
•    To proactively managing 3rd party contracts
•    To support monitoring vendor performances 
•    To support the sourcing SLA (RFQ – 21 days and RFP 90 – 120 days) moving forward
•    To assist to monitor CAPEX and OPEX budget and expenses for Group IT Operations
•    To be involved in the IT digitalization process through system implementation across entities.
•    To support assessing vendor performances, take appropriate action by working with SCM team
•    To ensure all sourcing activities been conducted as per approved Policy & Procedure.
•    To strategically work together with IT Heads to optimize cost, standardize the technology, resource planning and upskilling
•    To liaise with SCM on IT system/service acquisition
•    To assist to manage/monitor the IT Contract and custodian of the contracts
•    To assist to coordinate with the relevant stakeholders to achieve IT Budget, IT working papers, Project Pipeline and Resources
•    To assist to build a Service Portfolio Management representing a complete list of the services managed by IT Operations
•    To manage the communications on the IT Policy, Process and Procedures or IT related works

Working Relationship

Internal
•    Director, Group Operations
•    Head, IT Operations
•    Group Operations
•    Group Finance
•    Other divisions for alignment of IT services, projects, initiatives

External
•    Group IT Axiata
•    Vendors/Partners

Education

Certifications

Type and length of experience required

Qualifications and Experience:

* Experience in IT System/Application Support, IT Service Management – Service Quality and Governance
* Previous experience of global services is beneficial
* Working experience of IT costing, processes, policies, and procedures are strongly preferred

Skills and Knowledge:

* Management experience, networking, good communication skills, IT systems experience, excellent relationship and stakeholder skills
* Ability to manage workloads, experience working on multiple projects
* Ability to explain complex matters in layman’s terms, leadership
* Extensive hands-on experience in system configuration, report management and release management
* Excellent analytical skills with demonstrated understanding of the concepts and issues unique to the operational of IT functions and processes
* Ability to troubleshoot an issue and provide expeditious end to end resolution for the reported issues
* Self-motivated with the ability to effectively multi-tasking and work collaboratively in a fast-paced team environment
* Strong active listening skills with the ability to ask thoughtful and probing questions to determine users’ needs
* Demonstrated understanding of general IT concepts and principles, relating benefit strategies to broader business and IT objectives