广州招聘

Background:

Mars Service Desk (MSD) consists of three teams of Mars IS associates and contractors that follow a common, global, centralised process that efficiently and effectively provides support to customers who are in need of technical and application information or procedural assistance. The three strategic teams are PSC (Primary Service Centre), ART (Advanced Resolution Team) and CFT (Customer Fulfilment Team).

The Advanced Resolution Team (ART) is responsible for follow the sun, second tier end user support and global infrastructure monitoring. ART is also responsible for crisis management and problem management. The Customer Fulfilment Team (CFT) is responsible for the provision of security access (end user IT account management) for Mars Inc internal customers and business partners globally. The CFT is seen as a leader in provision processes and works closely with the wider Mars IS organisation to actively harmonise and automate fulfilment services.

Mars Inc, has developed an Information Technology Centre in Guangzhou, China and we are looking for a manager capable of managing across both the ART and CFT functions. We require at least 5 years of professional experience in Technical or Business leadership with a particular focus on the areas of Customer Service or Technical End User Support. The candidate will need to be eager to learn a wide range of skills, processes and technologies to become fully operational in the Mars global business landscape. Additionally, proven fluency in English is required.


Position Summary:

The ART / CFT manager is responsible for the co-ordination of daily activities and assignments for a team of Analysts. This can include co-ordinating daily activities with other teams, call/event monitoring and follow-up, assisting analysts with particularly difficult problems and arranging coverage to ensure that the customer is receiving support which meets agreed service levels. You will be the single point of contact for Mars global for the fulfilment of user accounts and will rely on approximately 10 on-site contractors to fulfil account and security requests. Additionally, the position will be responsible for the implementation of given MSD activities throughout Asia Pacific

Location: Guangzhou, China
Line Manager: Asia Pacific MSD Manager
Travel Required: Approximately 15%


Key Responsibilities:

· Provide leadership and coaching to a team of Mars IS Analysts:
- Create a team atmosphere and motivate the individual.
- Provide coaching and training in a positive manner.
- Continuously develop the high performance team of associates and contractors.
- Communicate clear performance expectations.
- Maintain a culture of recognition within the team.
- Develop associate career development plans.
· Provide leadership and direction to a team located offshore.
· Co-ordinate issue resolution to ensure timely distribution of knowledge and positive impact on customer satisfaction while driving to reduce resolution times on common issues.
· Assist staff in the resolution of complex / critical problems.
· Ensure team goals and objectives are being met:
- Monitor performance metrics and reporting on periodic basis to ensure conformance to performance targets and staffing requirements.
- Identify opportunities for improvement in processes and procedures.
· Review individual performance and perform associate performance appraisals.
· Participate in relevant Global Team meetings
· Manage Communication and Escalation procedures for Infrastructure outages.
· Manage or participate in projects as required.
· Focus on ITIL and Lean Practices to improve the efficiency of the team and implement best practices.
· Work with other teams globally, regionally and locally to ensure operational excellence is achieved.


Personal Attributes:

The position requires strong interpersonal skills. The following personal attributes are highly desired:
· Strong self-motivation and the ability to work with minimum direct supervision.
· Ability to work independently.
· Ability to work with individuals/teams across multiple cultures, sites and time zones and to - adjust ways of working accordingly.
· Excellent customer service and interpersonal skills.
· Ability to operate across concurrent tasks/projects.
· Ability to work hands on in the technology.
· Ability to communicate and work effectively with all levels of associates from operational to senior management.
· Demonstrated strong communication skills working in both native language and English (both written and verbal),


Relevant Experience:

The successful candidate will need to have the following experience:

· Proven experience in the field of customer service, IT service / helpdesk environment.
· An understanding of support methodologies including an awareness of current trends in the IT industry, particularly with reference to call center and helpdesk technology.
· Facilitation, influencing and negotiation skills.
· Process analysis, problem solving and critical thinking skills.
· Proven project management experience (either in IT or a business-related function).
· Proven ability to work on and track efforts across several concurrent development efforts.
· Experience in managing both internal and external resources.
· Demonstrated ability to learn new technical skills quickly, and to apply this learning.
· Knowledge of Routers, LAN and WAN systems SAP / Unix / Oracle / NetWare / Lotus Notes and Microsoft experience an advantage.


Qualifications:

· Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience and minimum of 5 years experience in Information Technology setting.
.
MLCs:

· Building Effective Teams
· Managing and Measuring Work
· Developing Direct Reports
· Perspective

Mars was established in 1911 and is still privately owned - making us one of the largest 'small family businesses' in the world. (see www.mars.com). Mars is a $25bn business operating in over 65 countries, with 50,000 associates producing and selling chocolate, pet care and food products. Established since 15 years in China, Mars is the leader of the chocolate and petfood market. We produce, locally in 3 factories, famous brands like Dove, M&M’s, Snickers, Pedigree, and Whiskas.