Global Operations & Performance Manager

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.Job Summary :

This role is responsible for overseeing the execution of the following IT processes and functions in their geography

1) Incident and Problem Management including Major Incident Management

2) Change Management,

3) CMDB (Configuration Management Database) Management,

4) Demand Management

5) Catalog Requests Management

6) Reporting and Analytics to ensure a high level of Service Delivery Management, SLA and KPI attainment.

7) Continuously improve service excellence and customer satisfaction by minimizing business disruption and focusing on end-to-end user experience.Essential duties and responsibilities include the following.

Other duties may be assigned as appropriate.

• Foster collaboration with LPMs, GPM (Global Process Managers) and Service Line Directors, Managers and Resolver groups to ensure high level of service delivery and customer satisfaction by overcoming any barriers or silos within GIO.
• Closely monitor Service Delivery and ensure exceptions including Breached Incidents, Escalated Incidents, P2 Incidents, Urgent P3s, Incidents exceeding 5 business days,

Reopened Incidents, 4+ times bounced incidents and Breached requests are handled in a timely manner.

SLA and KPI attainment, Backlog Age, Backlog Volume, and other operational metrics, and exception reports showing Incidents and Requests requiring special attention and focus.

open Problem tickets are addressed and closed by their due date.

(Subject Matter Experts) on a P1 bridge.

resolution by actively steering the troubleshooting process and coordinating across stakeholders and resolver groups. Capture good incident documentation with a focus on attention to details.

to stakeholders via Email and SMS with the status of the P1 resolution.

standards, processes, procedures and best practices.

years

experience in managing IT teams involved in Service Delivery in the ServiceNow environment or other equivalent platforms.

understanding of the ITIL framework and

ITSM processes, IT Infrastructure and Information Systems.

time management skills.

skills coupled with strong analytical skills.

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.A world leader in gases, technologies and services for Industry and Health.

Through the passion and diversity of its people, #J-18808-Ljbffr