深圳招聘

职位描述：
Job Title : IT Manager / China Support
Reports To : IT Manager - APAC
Location : Shanghai
Band :
Date : July 2017


Purpose of Position
? To work with China leadership team and APAC IT manager closely; to anticipate and prevent IT issues from happening; To seek areas to improve overall business performance (4 ‘S’ – speed, service, security and stability) and to support business growth in China, a unique market where service performances highly depend on network regulations, restrictions and filtering.
? To be a ‘hands-On’ manager providing IT capability. The incumbent is also required to provide desktop support for users based in shanghai (office/filed based).
? To govern and maintain IT environment (all 8 offices) from desktop to associated infrastructure to enable efficient and reliable services are delivered to all China users (internal & external).
? To provide IT services to China users that meet or exceed the agreed KPIs and in-line with agreed Group IT procedures.
? To handle/manage IT Support in China (covering Server, networking, desktop/laptop, mobile devices, VoIP telephony, printing, any legacy system and all associated services) that also meets and exceeds the agreed KPIs and also meets/exceeds users’ expectations.
? To keep the above mentioned systems maintained and updated so that they continue to deliver and are fit for purpose.
? To liaise effectively with the First Level Help Desk (FLHD) so that all faults are resolved in the most efficient manner and time – including updating and closing calls in Remedy.
? To escalate, own and follow through any escalated calls to the 3rd line support/infrastructure team.

Key Responsibilities & Accountabilities

? Constantly explore and review preventive measures to avoid system breakdown/negative impacts of 4 ’S’ (Speed, Security, Service, Stability)
? Review China IT setup/process/procedure ‘AS IS’ status and ensure they are inline with APAC IT franchised model and Group IT framework.
? Day to day management of two IT support engineers based initially in Beijing and Shanghai, including setting up personal development objectives and monitor/manage their performances.
? Ensure all China IT service calls are logged and effectively managed/owned through resolution and closure.
? Continuously strive to offer an excellent level of customer service.
? Ensure hardware, software and end-user support as required and in-line with documented procedures/SLA targets in China.
? Ensure adherence to Group IT policies at all times.
? Accountable for raising changes in-line with the documented procedures and timescales.
? Accountable for documenting technical solutions and changes to current processes/procedures.
? Provide technical and administrative assistance to other IT/IS teams as required.
? Work with ISP and maintain network connectivity for all offices.
? Work with 3rd party suppliers to provide and resolve IT services.
? Work flexibly to ensure coverage of core business hours Monday to Friday. Out of hours, weekend and other site coverage to be covered as necessary and as agreed within BSI IT contractual obligations.
? Must be prepared to travel and work offsite for set periods as appropriate for the role.

Key Dimensions

? BSI has 8 offices throughout China with approximately 80 Office-based and 200 field-based computer users.
? It is anticipated that this population will generate about 300 support calls per month.
? The incumbent will be directly responsible for two staff initially located in Beijing and Shanghai.
? Third-party management of Support organizations will be required in various cities.
? The majority of business-critical processes are automated and are highly dependent on IT equipment and services.
? Many Group-led system change projects will impact users in China, organize and lead tests to ensure changes are only implemented after positive test results are confirmed.
? Work closely with APAC IT manager to benchmark China offices with APAC IT Franchised model


Knowledge / Skills / Abilities

? Experienced in staff supervision and performance management.
? Experienced in dealing the IT complexity in China (firewall, traffic filtering and restrictions).
? Excellent written and verbal English communication skills, able to communicate effectively at all levels.
? Demonstrably high level of customer services skills and team player focus
? Professional IT qualifications to back-up above knowledge – MCSE, MSP, CCNA (desirable)
? Sound working knowledge or preferably holder of ITIL Service Management and Prince2 (or other) methodologies
? Previous demonstrable experience of working in a demanding customer facing environment
? Experienced in IT Service Management (ITIL desirable)
? At least two years’ experience of team leader /manager role in IT industry
? At least five years’ experience of supporting PC technology
? At least two years’ experience of networking technology
? At least three years’ experience of server technology
? Must be willing to travel and work flexible hours. Out of hours, weekend and other site coverage to be cove 举报 分享

BSI集团是全球领先的独立的业务服务机构，成立于1901年，并于1929年获得英国皇家特许，成为世界上多个国家标准机构。百多年来，我们一直秉承公正、创新、独立的企业精神，为全球客户提供基于标准的解决方案，并连续五年获得商业超级品牌荣誉。

BSI制定并颁布了商业标准，并以每年编撰3,100个标准的优势享誉全球。 同时，作为国际标准化组织（ISO）的创始成员之一，BSI创立了全球最值得信赖和得到广泛认可的ISO系列管理体系，如今BSI已成为标准的代名词。目前被广泛运用的ISO 9000、ISO 14000、ISO 27001及OHSAS 18000均是由BSI颁布制定的BS 5750、BS 7750、BS 7799和BS 8800标准转化而来。

目前，BSI在全球分支机构已达180多家，现拥有4600多位员工，业务遍及欧洲、中东、非洲、亚洲和美洲在内的193个国家。如今，已有50％的“全球财富500强”企业和84％的“金融时报指数100强”的企业选择BSI向其提供服务。

BSI 于1995年进入中国，协助中国政府培养了中国专业审核员并建立认证制度。BSI在中国成长迅速，目前已拥有300多位员工，总部设在北京，同时在全国10多个主要城市都设有办事处和联络处，为中国客户提供专业化、职业化和差异化的服务。



BSI Introduction

Since its foundation in 1901, BSI Group has grown into a leading global independent business services organization. It was incorporated by Royal Charter in 1929 and became the first national standards institution in the world. For more than a hundred years, BSI is dedicated to the provision of standard based solutions with integrity, innovation and independence, and BSI has been independently voted a UK Business Superbrand for continuous five years.

BSI constitutes and issues the first business standard, and is famous for constituting 3,100 standards per year worldwide. As the member of International Standards Organization (ISO), BSI establishes the most reliable and acceptable ISO series management systems. The ISO 9000 quality series were developed from British Standard BS 5750, first published in 1979 and is recognized as the world’s most successful standard; adopted by more than 950,000 organizations in 175 countries. Furthermore, the most widely accepted environmental management systems standard, ISO 14001, was derived from BS 5750 and has been implemented in 148 countries.

Today BSI has registered clients in 193 counties covering Europe, Middle East, Africa, Asia and the Americas,serving them through a network of over 180 established branches across the world with over 4600 staff. Nowadays, over 50% of Fortune 500 businesses and over 84% of FTSE 100 businesses use the services of BSI.

BSI’s first presence in China was in 1995. BSI currently employs approximately more than 300 employees in China and is headquartered in Beijing with a further 10 offices spread around the country, providing special, professional and differential services to China clients.