Manager Technology (IT)

Summary

The Manager Technology (IT) Manages professional employees and/or supervisors and is accountable for the performance and results of the technology (IT) group. The role will address resource and operational challenges by appropriately adapting departmental plans and priorities.

Job Description

Job Overview:

The IT Operations Manager, Asia Pacific is a senior technology leadership role reporting to Global IT Operations, responsible for delivering consistent, secure, and business-aligned IT services across the Asia Pacific region while driving a uniform global operating model. The position requires deep technical expertise in modern End User Computing (EUC), including Microsoft Intune, MECM/SCCM, Windows Autopilot, endpoint lifecycle management, application deployment, operating system deployment, patching, device compliance, Digital Employee Experience, cybersecurity controls, and enterprise service management. The role leads Area IT Operations teams, manages service delivery, major incidents, escalations, problem management, change management, knowledge management, and continual improvement initiatives, while ensuring high levels of end-user satisfaction and operational excellence. Additionally, the manager must possess working knowledge of IT infrastructure, corporate application deployments, PMO and project governance, business relationship management, budgeting, and stakeholder engagement. A key expectation is to effectively cascade Global IT Operations standards, policies, and directives across the region, while also contributing strategic feedback, process improvements, innovation, and operational best practices that strengthen and advance the overall Global IT Operations function. The successful candidate will be a technically credible leader with strong business acumen, capable of driving standardization, cybersecurity compliance, operational maturity, and measurable service improvements across a global, matrix-managed environment.

Responsibilities

Key Tasks and Responsibilities:

• Area IT Operations Leadership and Global Alignment
• Lead the Asia Pacific IT Operations function and provide direction, coaching, performance expectations and development support to Area IT Operations personnel.
• Cascade Global IT Operations policies, standards, processes, roadmaps, controls and directives into clear Area plans, ownership and measurable execution.
• Promote a uniform global operating model while addressing justified local business, regulatory, operational and site requirements.
• Provide structured feedback, operational insights and improvement proposals to Global IT Operations; actively contribute to global standards, service design and operating-model maturity.
• Act as the Area focal point for IT Operations and maintain effective working relationships with Global IT functions, Area leadership, business stakeholders, projects and external service providers.
• End-User Technology and Device Management
• Own end-user technology operations across the device lifecycle, including demand planning, standards, procurement coordination, provisioning, deployment, configuration, support, refresh, recovery, secure disposal and asset reconciliation.
• Provide strong technical leadership for modern endpoint management and deployment platforms, including Microsoft Intune, Microsoft Configuration Manager, Windows Autopilot or equivalent technologies.
• Oversee device enrollment, application packaging and distribution, operating-system deployment, configuration baselines, patching, software compliance, remote support and endpoint health.
• Establish repeatable deployment methodologies for new sites, projects, device refreshes, operating-system upgrades and technology rollouts, with appropriate pilot, testing, rollback and business-readiness controls.
• Ensure effective support for laptops, desktops, mobile devices, peripherals, meeting-room technology and approved end-user productivity services.
• Service Management and Operational Excellence
• Be accountable for Area IT service delivery performance and adherence to agreed service levels, operational targets, support coverage and escalation pathways.
• Drive proactive solutioning through monitoring, trend analysis, automation, self-service, preventive maintenance, experience analytics and early identification of service risks.
• Lead reactive issue resolution for major incidents, critical outages, executive-impacting issues and ticket escalations, ensuring disciplined coordination and timely stakeholder communications.
• Strengthen incident, request, problem, change, knowledge, configuration and asset-management practices in alignment with ITIL principles and corporate processes.
• Own problem-management discipline for recurring or high-impact issues, including root-cause analysis, corrective actions, known-error records and verification of sustainable resolution.
• Review ticket quality, ageing, backlog, reassignments, SLA performance and escalation patterns; implement corrective actions and measurable service improvements.
• Digital Employee Experience and End-User Engagement
• Measure and improve the Digital Employee Experience using service data, device health, user sentiment, adoption insights and operational feedback.
• Champion an end-user-focused support culture that balances technical quality, responsiveness, clear communication, empathy and business productivity.
• Improve self-service capability, user communications, technology adoption, onboarding and offboarding experiences, and support for priority business populations.
• Define and monitor improvement actions for end-user satisfaction, service perception and adoption of standard digital workplace capabilities.
• Cybersecurity, Risk and Compliance
• Embed cybersecurity requirements into endpoint operations, deployments, support processes and lifecycle controls in partnership with Cybersecurity and other Global IT teams.
• Ensure compliance with approved security baselines, endpoint protection, vulnerability remediation, encryption, identity and access controls, privileged-access practices, data-protection requirements and software standards.
• Coordinate timely containment and remediation of endpoint security events, vulnerabilities and audit findings, maintaining appropriate records and management visibility.
• Support internal and external audits through accurate asset, deployment, change, access, patching and operational evidence.
• Infrastructure and Corporate Application Enablement
• Maintain practical knowledge of IT infrastructure technologies and operations, including LAN/WAN, wireless, internet connectivity, cloud services, identity, collaboration, compute, storage, backup, printing and site technology dependencies.
• Coordinate with Infrastructure, Network, Cloud, Messaging, Cybersecurity and application teams to ensure stable end-to-end services and effective handoffs.
• Plan and manage the Area deployment of corporate applications, including endpoint readiness, packaging, testing, change control, communications, training coordination, adoption support and post-deployment stabilization.
• Ensure local technology changes and solutions align with enterprise architecture, cybersecurity, supportability and lifecycle standards.
• Change, Program and Project Management
• Apply disciplined change-management practices to minimize business disruption and improve adoption of new technology, processes and services.
• Partner with PMO and project teams to define scope, plans, risks, dependencies, resources, budgets, milestones, readiness criteria and operational handover requirements.
• Lead or support Area execution of global IT programs, site mobilizations, integrations, enterprise deployments and transformation initiatives.
• Provide IT input to bids, estimates and revenue projects; translate business and project requirements into secure, scalable and supportable IT solutions.
• Business Alignment, Governance and Financial Management
• Act as a trusted technology partner to Area and functional stakeholders, understanding business priorities and aligning IT services, investments and operational plans accordingly.
• Prepare, manage and track the Area IT Operations budget, forecasts, demand, cost optimization opportunities, vendor commitments and service consumption.
• Maintain governance for exceptions, risks, decisions, standards compliance, service reviews and improvement roadmaps.
• Use operational metrics and meaningful management reporting to communicate service performance, risks, experience, capacity, project status and improvement outcomes
• Knowledge, Process and Continual Improvement
• Create, maintain and govern high-quality knowledge articles, standard operating procedures, work instructions, support guides, deployment runbooks, troubleshooting playbooks and service documentation.
• Review operational processes end to end; identify control gaps, duplication, delays and failure points; simplify, standardize and automate where appropriate.
• Establish knowledge ownership, review cycles and quality standards that improve first-contact resolution, service consistency and team capability.
• Promote lessons learned, knowledge sharing and continual improvement across the Area and Global IT Operations community.

Qualifications

Essential Qualifications and Education:

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related discipline is required; a relevant master’s degree is preferred
• ITIL certification is strongly preferred
• Project-management certification such as PMP, PRINCE2 or equivalent is preferred
• Relevant Microsoft, endpoint-management, cybersecurity, cloud or infrastructure certifications are advantageous
• 15+ years of progressive Information Technology experience, including at least 10 years in IT operations, service delivery or technology leadership roles within a large, complex organization
• Demonstrated experience supporting a geographically distributed user population of 1,000+ users in a global or multi-site environment; Oil & Gas, EPC, marine, construction or project-based industry exposure is preferred
• Strong technical knowledge of end-user computing, modern endpoint management, device deployment, application delivery, operating-system servicing, patching, asset lifecycle and remote-support technologies
• Hands-on working knowledge of Microsoft Intune, Microsoft Configuration Manager, Windows Autopilot, Microsoft 365 and related enterprise endpoint capabilities, or equivalent platforms
• Sound knowledge of endpoint cybersecurity, vulnerability remediation, identity and access, data protection, device compliance, secure configuration, and audit requirements
• Working knowledge of enterprise infrastructure technologies and their relationship to workplace services and application performance
• Proven experience leading major incident response, ticket escalations, problem management, service improvement, change implementation and operational communications
• Experience deploying corporate applications and managing operational readiness, testing, communication, training coordination and transition to support
• Experience working with PMO disciplines, project governance, budgets, vendors, contracts, service providers and cross-functional delivery teams
• Ability to develop IT operations strategy, roadmaps, standards, metrics, executive reports, knowledge content, and process documentation

#DICE

About the Company

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