Senior Manager, IT Business Partnering - Miami, FL

Overview:

This role is responsible for the field IT services portfolio which includes all infrastructure services within the region as well as all IT service management activities including incident management services and process activities. This role has to balance between 3 key initiatives i.e. technology refresh and new technology roll-out; building new capabilities to provide IT support in an increasingly challenging environment; and driving key customer initiatives / projects.

Responsibilities

Field IT and Service Management:

• Manage all infrastructure services in different offices / countries including hardware infrastructure, server maintenance, site network support (connectivity, equipment, wireless, VPN) and devices support (RF handhelds, truck mounts, voice headsets). 
• Manage all IT end user support and service management issues such as laptop issuance, anti-virus installation and user incident management, warranties and licensing, performance tuning and monitoring. Driving root cause analysis and provide resolutions to IT incidents reported. 
• Drive and implement change management process to roll out IT initiatives and programs

Support Business Operations:

• Be a business partner to the Operations team, providing the best end user care (EUC) support, to ensure customer satisfaction, drive customer success and promote APLL's growth.
• Provide IT specialist advice and help to resolve key customer queries and issues.
• Engage with respective Country Managing Directors and Regional VPs to understand key customer requirements and define a roadmap / plan that can improve the quality of the website/portal/application software and supporting infrastructure to better support users’ needs.
• Responsible for regional IT budget along with regional VPs.

New Technology Roll-Out, Refreshment and Enhancement

• Provide end user computers technology refresh for aging/end of life machines, windows upgrade and office products as well as IT infrastructure and services such as network devices, access points, firewall, RF equipment etc. 
• Prioritize between delivery of field IT and service management issues and technology refresh based on key business issues / projects that are aligned to the overall strategic direction of APLL.
• Maintain and improve day-to-day digital channel operations and functionality.
• Support technical changes for these digital platforms; assess and understand the implications of technical changes to the customer experience.
• Support and enable a hybrid working environment and increased connectivity for all employees whilst improving employee productivity in line with APLL being
  an employer of choice.

Vendor Management:

• Support the identification of new vendors for current and emerging technology requirements for APLL to ensure vendors can meet APLL's requirements 
• Manage the performance evaluation off vendors based on established criteria to facilitate decision-making for short- and long-term
• Analyze periodic business performance reviews with technology vendors in the form of QBRs to assess and communicate performance against established criteria, identify and raise issues for remediation.

Organizational Capability Building and New Capabilities Roll-Out

• Evaluate the capabilities of staff within the IT team to identify gaps and prioritize improvement activities for user technology improvement  
• Identify and build the capabilities needed to meet the current and emerging business needs in line with changing business environment i.e. providing IT support through a remote environment combined with increased cybersecurity requirements while balancing between IT budgets and regular business activities.

Performance and Team Management

• Lead capability building for the team to ensure the team has the right skills to deliver against current and emerging requirements (e.g, speed and quality of resolutions).
• Provide opportunities for development to staff within own team.

Qualifications

General Experience:

• Strong negotiation, excellent communication and good presentation skills.
• Possess strong technical expertise in a multi-technology platform environment, and possess good understanding of logistics operations to conduct and manage project development.
• Other key competencies include building effective teams, dealing with ambiguity and strong customer focus / orientation.

Managerial Experience:

• More than 15 years of experience in managing group(s) responsible for strategic planning, technical services for hardware/software engineering and production support for these areas preferred.
• At least 8 years of experience in an IT support environment pref