IT End-User Services Manager
华特迪士尼（上海）有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：娱乐/休闲/体育
职位信息
- 发布日期：2012-08-31
- 工作地点：上海-浦东新区
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：信息技术经理/主管 技术支持/维护经理
职位描述
Overview
Responsible for the overall direction and management of IT end-user services for Shanghai Disney Resort. Develop and implement strategic plans and roadmaps for end-user related products and services that are consistent with company's technology and business strategies.
Technology and services implemented should meet the rapid delivery needs of project mode work and compatible for transition to future operations. Support should be planned for users at diverse computer literacy levels, distributed work locations and with business specific requirements.
Responsibilities
· Defines strategy, roadmap and approach eg. in-source/outsource, buy/lease for delivering end-user service products and services that is most relevant for the company.
· Builds and manages a team with passion to apply technology capabilities for achieving high quality end-user services in a cost-effective way.
· Develops supporting process, standard, procedure, training, product update by introducing or referencing proven internal and industry practices.
· Manages user relations to ensure user needs are clearly understood and implemented in systems and services. Provides appropriate Service Level Agreements (SLAs) and associated metrics for service performance measurement.
· Creates and manages an accurate inventory of end-user technology assets including software, licenses, hardware and knowledge.
· Ensures that all end-user systems and services are in compliance with established policies and baselines.
· Engages effectively with other Disney teams eg. segment, corporate, international to leverage and collaborate experience, work and direction in a consistent way with consideration of local needs.
· Manages vendor selection and relations as necessary including Request for Information, Request for Proposals, SLA's, project deliverables etc for end-user equipments and services.
Key Skills
· Demonstrated experience in the leadership and management of a technical support team.
· Exceptional customer service orientation. Proven track record of defining and achieving Service Level Agreements and Performance Metrics.
· Experience in developing and implementing process and procedures for Change Management, Incident Management, Asset Management, Configuration Management, Problem Management.
· Effectively communicate, negotiate, and resolve conflict with and among teams, peers and leaders.
· Properly manage timeline and financials including budget, cost, invoices, budget supplements, and change orders.
· Run effective meetings and provide accurate & timely communications of objectives, progress, status and issues.
· Self-motivated, flexible and adaptable to changing priorities and processes, able to work under extreme pressure.
· Good verbal and written communication skills in English and Chinese to present ideas in user-friendly language to non-technical stakeholders.
· Cultural sensitive and be able to work comfortably with local and international teams.
Qualifications
· Minimum 8 years IT related experience, with at least 3 years in End-user service leadership position.
· Degree in Computer Science or related discipline
· Proven track record in managing contractors, vendors, and clients
· Exceptional motivational skills to cultivate team's technical and non-technical competency, and maintain team's focus and morale
· In-depth knowledge on ITIL, End-user software and hardware technology, project management required, related certifications will be an advantage
Responsible for the overall direction and management of IT end-user services for Shanghai Disney Resort. Develop and implement strategic plans and roadmaps for end-user related products and services that are consistent with company's technology and business strategies.
Technology and services implemented should meet the rapid delivery needs of project mode work and compatible for transition to future operations. Support should be planned for users at diverse computer literacy levels, distributed work locations and with business specific requirements.
Responsibilities
· Defines strategy, roadmap and approach eg. in-source/outsource, buy/lease for delivering end-user service products and services that is most relevant for the company.
· Builds and manages a team with passion to apply technology capabilities for achieving high quality end-user services in a cost-effective way.
· Develops supporting process, standard, procedure, training, product update by introducing or referencing proven internal and industry practices.
· Manages user relations to ensure user needs are clearly understood and implemented in systems and services. Provides appropriate Service Level Agreements (SLAs) and associated metrics for service performance measurement.
· Creates and manages an accurate inventory of end-user technology assets including software, licenses, hardware and knowledge.
· Ensures that all end-user systems and services are in compliance with established policies and baselines.
· Engages effectively with other Disney teams eg. segment, corporate, international to leverage and collaborate experience, work and direction in a consistent way with consideration of local needs.
· Manages vendor selection and relations as necessary including Request for Information, Request for Proposals, SLA's, project deliverables etc for end-user equipments and services.
Key Skills
· Demonstrated experience in the leadership and management of a technical support team.
· Exceptional customer service orientation. Proven track record of defining and achieving Service Level Agreements and Performance Metrics.
· Experience in developing and implementing process and procedures for Change Management, Incident Management, Asset Management, Configuration Management, Problem Management.
· Effectively communicate, negotiate, and resolve conflict with and among teams, peers and leaders.
· Properly manage timeline and financials including budget, cost, invoices, budget supplements, and change orders.
· Run effective meetings and provide accurate & timely communications of objectives, progress, status and issues.
· Self-motivated, flexible and adaptable to changing priorities and processes, able to work under extreme pressure.
· Good verbal and written communication skills in English and Chinese to present ideas in user-friendly language to non-technical stakeholders.
· Cultural sensitive and be able to work comfortably with local and international teams.
Qualifications
· Minimum 8 years IT related experience, with at least 3 years in End-user service leadership position.
· Degree in Computer Science or related discipline
· Proven track record in managing contractors, vendors, and clients
· Exceptional motivational skills to cultivate team's technical and non-technical competency, and maintain team's focus and morale
· In-depth knowledge on ITIL, End-user software and hardware technology, project management required, related certifications will be an advantage
公司介绍
华特迪士尼公司（纽约证券交易所上市名称：DIS）华特迪士尼公司及其子公司和联营机构, 是家庭娱乐和媒体业务的多元化国际企业之首，其五项主要业务包括媒体网络、主题乐园及度假区、影视娱乐、迪士尼消费品及迪士尼互动媒体集团。迪士尼公司是道琼斯工业平均指数30个组成公司之一，上一财政年度总的收入达三百四十亿美元。