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

• Incident and Problem Management including Major Incident Management
• Change Management,
• CMDB (Configuration Management Database) Management,
• Demand Management
• Catalog Requests Management
• Reporting and Analytics to ensure a high level of Service Delivery Management, SLA and KPI attainment.
• Continuously improve service excellence and customer satisfaction by minimizing business disruption and focusing on end-to-end user experience.
  
  
  

How will you CONTRIBUTE and GROW?

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.
• Meet with the SLs (Service Lines) on a regular basis to ensure exception tickets are handled as a priority.
• Meet with the hub/region director on a regular basis to provide updates and insights on overall service delivery and transversal topics.
• At GIO Regional scale, oversee SLA and KPI attainment, Backlog Age, Backlog Volume, and other operational metrics, and exception reports showing Incidents and Requests requiring special attention and focus.
• Serve as the Escalation Manager to the Air Liquide Service Desk and ensure SLA and KPI targets are met and high level of customer satisfaction is achieved.
• Ensure open Problem tickets are addressed and closed by their due date.
• Triage P1 Incidents and determine if GIO engagement is necessary and engage the appropriate teams (SLs) or SMEs (Subject Matter Experts) on a P1 bridge.
• Drive major incidents to timely 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.
• Ensure timely and periodic (hourly) communications to stakeholders via Email and SMS with the status of the P1 resolution.
• Ensure root causes and action plans are properly documented in a MIR (Major Incident Report) and published in a timely manner.
• Ensure adherence to established global standards, processes, procedures and best practices.
• Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty) duties. Provide 24x7 support for global operations as required.
• Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders in the different GIO Services Lines and Local/Global Process Managers, Administrators and other technical team members.
• Follow through on agreed upon enhancements / evolutions and ensure they meet customer requirements.
• Collaborate with change coordinators and technical teams across Service Lines and ensure the established change management processes and procedures are followed appropriately and changes are implemented during the approved change window, with no or minimal disruption to business or users
• Ensure completeness, correctness and accuracy of the CMDB for your geographic region and scope.
• Collaborate with Change GPM and ensure global policies, procedures and best practices are properly followed in your geographic region.
• Oversee a) the development, maintenance and enhancement of Catalog Requests in ServiceNow for your geographic region and b) coordinate Demand management including requirements gathering, providing quotes/proposal and executing or coordinating the execution of the requested enhancements and changes in ServiceNow, myITcorner, myHR and myFinance and related systems.
  
  
  

Are you a MATCH?

Education Requirements

• Bachelor’s degree in computer science / information systems or equivalent combination of relevant education and experience.
  
  
  

General Requirements

• 5+ years experience in managing IT teams involved in Service Delivery in the ServiceNow environment or other equivalent platforms.
• 5+ years experience in IT services, strategy, governance and outsourcing.
• Ability to manage delivery across virtual teams and global geographies.
• Very solid understanding of the ITIL framework and ITSM processes, IT Infrastructure and Information Systems.
• Hands-on experience with the ServiceNow platform (or equivalent system) in the areas of Incident Management, Problem Management, Reporting and Dashboards, Change Requests, Service Catalogs, Workflow and CMDB.
• Minimum of 2 years of experience with Power BI and Google Workspace.
• Excellent verbal, presentation and written communication skills in English in a multicultural environment.
• Ability to communicate complex technical issues effectively and clearly to non-technical colleagues and senior leadership.
• Ability to create professional quality technical documentation, procedures, presentations and knowledge articles.
• Ability to prioritize and complete multiple tasks during time critical and high pressure situations.
• Excellent planning, collaborative, interpersonal and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.
  
  
  

What We Offer:

• Hybrid work arrangement
• Office location (1Powerhouse) is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development
  
  
  

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles
  
  
  

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

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.