Please click the arrow below to see latest jobs!

IT Service Manager – Tandberg Asia Pacific Pte Ltd

Saturday, January 17, 2009

Category: Jobs. Tags: Information Technology (I.T.) - IT Project Management, Information Technology (I.T.) - IT Technical Support, Information Technology (I.T.) - Others, Jobs in Singapore, Tandberg Asia Pacific Pte Ltd.

IT Service Manager Tandberg Asia Pacific Pte Ltd

TANDBERG is the leading global provider of telepresence, high-definition video conferencing and mobile video products and services with dual headquarters in New York and Norway. TANDBERG designs, develops and markets systems and software for video, voice and data. The company provides sales, support and value-added services in more than 90 countries worldwide. TANDBERG is publicly traded on the Oslo Stock Exchange under the ticker TAA.OL. Please visit www.tandberg.com for more information.

IT Service Manager

The IT Services Manager will operate on 2 levels:

Service Manager
Technical Project Manager

As a Service Manager, you will take ownership of specific IT services delivered to the business users within Tandberg regionally and/or globally. Throughout the lifecycle of the service, you will be responsible for managing customer expectations and feedback, monitoring and analyzing tickets regarding the service, maintaining SLA to the business, and reporting on KPI’s to key business stakeholders on a regular basis. When problems are identified, you will coordinate with the IT Operations team to analyze and resolve root cause, and initiate projects for service upgrades or discovery where necessary.

As a Technical Project Manager, you will initiate projects to upgrade services or provide new ones to the business in response to their needs. This will include initial assessment of requirements, definition of service scope, resource coordination, service launch, and user training. You will interact closely with other project managers and members of other IT teams.

This position requires outstanding customer service skills as well as excellent writing, presentation, and inter-personal communication skills. In addition, a strong, proven project management background with technical experience is critical. You will be required to communicate technical information to business users in a manner that is easily understood by all. And a competent level of IT skills will enable you to assist users and at the same time maintain a professional dialog with other engineers. You will be expected to negotiate with various parties, be able to see and empathize with their point of view, while projecting your views confidently and constructively. You will also be expected to oversee several services and projects concurrently and be able to provide a consistently high level of customer satisfaction.

Other qualities we look for include:

Understanding of and proven experience with complex IT environments using enterprise networking, security, video conferencing, operating systems, PC’s and business applications
Must be able to assess problems, research alternatives and pursue acceptable solutions while remaining within company guidelines
Proficient in documenting services and procedures – a strong understanding of technical writing is desired
Good understanding and experience with ITIL standards in IT processes such as incident management, problem management, etc.
Adopt and develop best practices and procedures applicable to existing products and new technology.
Experience with licensing and budgeting is highly desired
Able to work under minimal supervision, implementing and writing procedures to various problems or situations
Willing to travel about 20% of the time
Must be a team player. Must be organized and detailed, but also flexible and quick when necessary
Must possess a high degree of interpersonal skills, basic courtesy, and temperament in order to work with internal users and peers, as well as external partners. Must be personable, polite and patient
Must be innovative and resourceful. Willing to “learn, un-learn, and re-learn”
Your success will very much depend on your ability to create positive energy and excitement within yourself and others in what you do, and motivate others to work with you