Senior Director – Site IT APAC Region

The purpose of the APAC role is to lead a regional team of skilled & specialist IT Professionals who will manage, deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their sites.  The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisations and their operations.  In liaison with technical/service capability owners/ETS LT members they will understand the technical landscape of the region ensuring its current and future performance will meet business need and is fully documented.  They will understand the workforce requirements across the region at a persona/BTG level to enable effective delivery of world-class services including a thorough appreciation of the impact from IT on business-critical activities for their region, including CMDB data, ensuring this is all documented and understood.  They will represent ETS (for demand and supply) via a network of site/regional stakeholders including BTG and/or Site IT Lead and Site Leadership Teams.  They will have accountability for consistency and delivery of AskIT, Onsite & VIP services across their region, they will also have accountability for delivery of OCS Services; all aligning to the overall Operations IT & Onsite service strategies and SOPs.  They will be accountable across the region for the proactive engagement and adoption of technologies by the workforce via effective communication and training in liaison with Service Owners or providers.  They will own and run any other locally sourced or specific services for the region and manage contracts tightly.  They will ensure local IT teams in Marketing Companies are fully informed and engaged to support a globally consistent approach to services. This APAC role will also play a key part in leadership and collaboration across the entire ETS organisation based in China on behalf of the ETS Leadership Team. Key Accountabilities & Responsibilities Service Delivery, Performance & Exploitation: • A ccountable for the highest levels of user experience and satisfaction for all services delivered into a region including new service introductions which should have engaged with ATS processes.  Work with required teams and Service Improvement Lead on Regional/Site SIPs as required to increase satisfaction and Pulse scores. • Accountable for proactively managing expectations and enabling colleagues to exploit our services at a regional level, through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and leveraging of effective core IT processes. • Accountable for service performance levels attainment of owned services at the regional level, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans. • Accountable for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with all marketing companies within the region. • Ensure a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities to ensure they are understood, utilised and support daily run of service across the region.  • Acts as a key escalation point for high-priority service issues relevant to the region and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs. • Accountable for the delivery of OCS specialist services working directly with the Direct Channels Lead for strategy on technology and equipment.  Daily run of OCS services to a set of global standards and operating