Workplace Technology

EXPERIENCE, SKILLS, KNOWLEDGE

JOB TITLE: Workplace Technology – Windows Client

FUNCTION: IDT Global End User Services

SUB FUNCTION: Workplace Technology

CITY & COUNTRY: Subang Jaya, Malaysia

ROLE SUMMARY

What are the key objectives and expectations from this role?

This role is overseeing and managing the technical aspects of modern workplace technology solutions, accountable to run day-to-day technical management under Global End User Services (EUS). This encompasses managing day-to-day operational escalations across end markets in the region and working together with the service providers to deliver against agreed SLAs. The role involves of technical expertise, service management ensures smooth transition of technology change, effective adoption across organization, also ensure all relevant processes associated with the services adhere to global IT standards / security policies, procedures and controls.

• Business stakeholders in the end markets
• Global End User Services team
• Delivery Managers
• Enterprise, Solution and Security Architects
• Audit and Regulatory controllers
• Outsourced providers and System Integrators
• Global
• 0% (project demand could provide opportunity to travel as per business requirements)

ACCOUNTABILITIES

• Technical management across Global EUS workplace technology solutions below, which includes understanding of overall business process, system capabilities and configuration.
• Modern Workplace management
• Microsoft Intune Core Capabilities
• Windows 10 / 11 Core Image engineering, security & compliance
• Microsoft Endpoint Configuration Manager, Application packaging, lifecycle management and software deployment services
• Act as single point of contact for Global EUS Workplace Technology for the region and manage all queries, concerns and issues from the region.
• Deliver required outcomes for projects and other change activities, including supporting all global initiatives and ensuring they are implemented in the region. Ensures that appropriate changes are assessed for their impact on service levels
• Relationship management of outsourced providers, ensuring SLAs are adhered to and that appropriate quality control processes are in place.
• Maintain regular review process with global service provider which includes service improvement initiatives, IT Security compliance, Service Levels and targets, agree with appropriate actions to maintain / improve user experience.
• Help drive Service Improvement Plans as part of continuous service improvement
• Experience in large global organization using in-sourced and out-sourced IT services and a good working knowledge of the management of global services
• Proven technology transformation, technology change and migration, service delivery management, service operations,
• Leadership and people management to ensure effective ways of working.
• Possess a deep understanding of technology, including its features, capabilities, and best practices for management across organization.
• Good technical or functional knowledge of Modern Workplace management
• Microsoft Intune Core Capabilities
• Windows 10 / 11 Core Image engineering, build version, integration, security & compliance
• Windows Client Device Global Catalogue, hardware certification, lifecycle management,
• Microsoft Endpoint Configuration Manager, Application packaging, lifecycle management and software deployment services
• Lead and manage the workplace technology portfolio within the organization, ensuring it meets the needs of users, aligns with business objectives, and complies with security and compliance requirements.
• Continuous service improvement, proactively identify opportunity for simplification and standardization.
• Manage relationships with Microsoft and service providers, staying informed about product roadmap, releases, drive adoption, technology change, business stakeholder engagement, with strong written and verbal communication skills
• The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
• Strong sense of personal accountability regarding self-initiatives, and decision-making, Innovative thinking with service quality, and its improvement, within costs and business direction.
• Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
• Managerial experience applying analytical thinking and problem-solving skills
• Experience working in a high-level collaborative environment and promoting a teamwork mentality
• Ability to work under pressure, handle stressful situations in a calm manner

Education / Qualifications / Certifications Required

• Technical Proficiency: In-depth knowledge of Microsoft Intune Core Capabilities, Microsoft 365 services, Windows 10 /11 and related technologies.
• Service Management: Experience in ITIL service management, including incident management, problem management, change management, and service level agreements (SLAs).
• Communication Skills: Strong communication and interpersonal skills to interact with cross-functional teams, executives, and end-users, and to convey technical information in a clear and understandable manner.
• Leadership Abilities: Effective leadership and team management skills to lead a technical team responsible for technical services.
• Problem-Solving Skills: The ability to analyse complex technical issues, identify root causes, and implement solutions in a timely manner.
• Security Awareness: Knowledge of cybersecurity best practices and a strong commitment to data security and compliance.
• Relevant certifications, such as Microsoft Certified: Intune, Azure certifications, or ITIL certifications, may be beneficial.
• BENEFICIAL (please provide a maximum of 3 criteria that would be deemed ‘useful to have’ but not essential)
• Project Management: Experience in project management, as the role may involve overseeing deployment projects and upgrades.

Job Type: Contract
Contract length: 12 months

Pay: RM13,000.00 - RM14,000.00 per month

Work Location: In person