Head, Field Services & DCS

1. Job Purpose

Manage a team of Field Service Leads and Engineers in Malaysia. Lead, plan , implement , guide and oversee Field Service Operations to ensure efficient service to end users. Ensure SLA targets are met every month.

2. Principle Accountabilities Describe the key activities that you are expected to achieve. Start with the most important Outcomes/ deliverables targeted Accountability Supporting Activities Outcome/ deliverables

Field Service Operations

1. Manage Regional Field Service Leads nationwide

2. Manage tickets assign to Field Services Nationwide

3. Manage Projects and Service Requests assign to Field Services Nationwide

4. Management of staff

5. Manage Vendors

6. Hands and Legs for Network, Wintel and IT Security

7. Tickets attended to on a timely manner

8. Meet established SLA

9. Completion of Projects and Service Requests within timeline

10. Vendors perform work as per Contract

Asset Tracking

1. IT Assets at Branches are updated in Asset Register

2. Disposed assets are GDISK

3. Asset listing updated by respective Regional Leads

4. Safe keeping of all PCF and Asset Disposal form

5. GDISK is carried out prior to collection by vendor

Financial

1. Billing accuracy

2. Provide IMAC listing monthly

3. Accurate updates to Project Managers on Field Service Effort and travelling

4. IMACs are billed

JOB DESCRIPTION JD - Head, Field Services & DCS

3. Scorecard Dimensions (indicate data relevant to your job)

Financial Perspective:

1. IT OPex

Customer Perspective:

1. Internal Customer Survey – ICES

2. TAT within agreed time for critical IT Services

Business Process and Initiatives:

1. SLA

2. Timeline for major projects/requests

Talent Engagement:

1. Team knowledge and competency

4. Qualifications & Competencies

Qualification

Degree or Advanced Diploma in Computer Science/Information technology or relevant experience in the banking or financial industry is a plus

Experience in a large organization with large number of business transactions

Ability to manage a big team of employees

Competencies

Managing service providers

Understanding of Field Service Operations on a large scale

Must possess strong leadership, presentation and interpersonal skills and have excellent verbal and written communication skills.

Ability to effectively manage a large team of staff

Customer focused both internally and externally

Ability to work after office hours and weekends/holidays

Ability to work independently with minimum supervision and a team player

Have own transport and willing to travel

JOB DESCRIPTION

5. Major Challenges (Describe the most challenging or complex part of your work)

1. Ensuring continuous efficient support to end users for BAU work when need to do attend to Projects at same time

2. Ensuring desktops/laptops are regularly patched with latest virus pattern files

3. Coordinate application team, technical team, service providers and users for problem free project rollout.

4. Collection of disposed assets from Branches

5. Last minute requests

6. Attending to tickets in remote areas

7. Attending to multiple requests at same time

6. Decision Making Authority (Describe decisions you make without reference to your line manager. Describe recommendations you make which he/she usually accepts)

1. Solutions affecting daily operations

2. Process changes to operations

3. Process changes to optimize staff resources

4. Periodical meeting with vendors

5. Branch Visits to gain insight on operational issues in the ground

6. Change priority of tickets and Projects based on Business needs