Global IT Service Desk Architect / Lead
Rolls-Royce
Singapore
1d ago

Job Description

Rolls-Royce Power Systems (RRPS) offers an excellent opportunity for a Global IT Service Desk Architect / Lead to join our Local Customer Engagement Department based in Singapore within the RRPS Digital Information Technology organization.

This position has a global scope reporting directly to the Head of the Local Customer Engagement Department.

The RRPS IT Service Desk is determined to engage in major transformation to deliver maximum value in supporting the 13,000 strong business users globally.

You will act as the Product Owner and Solution Architect to design and create a compelling transformation concept, best practiced organizational structure and operating model for the target Global IT Service Desk whilst driving the transformation of the Global IT Service Desk into a customer-oriented IT Concierge Service mindset and culture.

The future IT Concierge Service is the vision for the Global IT Service Desk to act as the single point of contact for the end users to channel any IT related queries and to simplify entry communication with IT.

You will work with the senior leaders and key stakeholders within the RRPS Digital Information Technology organization, with the head office in Germany and the regional HUB offices located in Singapore and Novi, USA.

The transformation of the existing regional-based IT Service Desk into the global concept is a high priority blue chip project supported by the senior leaders.

Along with the transformation journey, you will oversee, drive and manage the future BAU (Business-As-Usual) operations of the Global IT Service Desk.

At Rolls-Royce, we pioneer the power that matters to our customers, to society and to the planet. Join us in advancing digitalization at Rolls Royce Power Systems.

MTU is one of the world’s leading suppliers of drives and power systems for marine applications, for heavy land, rail and defence vehicles, and for the oil and gas industry.

In the traditional spirit of pioneers and inventors such as our founders, Wilhelm and Karl Maybach, and Rolls and Royce, we work to develop solutions that are fit for the future.

These include our 10,000 kW diesel engine, our ecologically sound co-generation module, and our innovative injection systems.

Key Accountabilities :

  • Lead and drive the transformation of the RRPS IT Service Desk, provide architecting and consulting advice and services in the respective work areas.
  • Work with the various IT and business stakeholders to drive the development of the Global Service Desk transformation strategy, operating model, customer satisfaction improvement plan and any other service desk related building blocks that contribute to the overall transformation target.
  • Collaborate and strategize with key IT leadership and team members to align and roll-out various IT initiatives into each Service Desk supported locations with optimum coordination and alignment.
  • Contribute and support the development and implementation of a meaningful and sustainable customer satisfaction KPI model for the Global IT Service Desk continuous improvement and the unified customer experience objective.
  • Design and drive the constant improvement of the Global IT Servicedesk in the areas of efficiency, SLA, customer satisfaction and operating cost to deliver maximum value to the business with the support of the Digital IT senior management.
  • Qualifications :

  • Minimum Bachelor’s Degree in IT or other comparable discipline ideally Project Management Certification.
  • 10+ years of IT experience with substantial global support services and customer satisfaction oriented leadership responsibilities with extensive experience working in a cross-functional teams environment;
  • Ideally with experience with Manufacturing industry in a global company.

  • Sound knowledge of overall IT operating environment covering IT infrastructure, IT Servicedesk, ERP systems, local applications and other IT areas supporting the business operations and growth.
  • Including extensive exposure of shared services operating model and the best-practice IT Service Desk organizational structure.

  • Solid business acumen covering both global and local context in a Multi-National environment with strong analytical skill to navigate in complex IT Eco-system environment within a matrix organization structure.
  • An ability to work with time zone flexibility in a global organization environment.

  • Customer and Business oriented focus and excellent stakeholder management skill and strong inter-personal, influential, communication and collaboration skills.
  • ITIL Service Management leadership experience with certification or similar qualification with expertise in IT project management methodology.
  • Pioneer beyond tomorrow. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

    Beyond tomorrow

    We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment.

    We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be.

    By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential.

    You can learn more about our global Diversity and Inclusion strategy here.

    At Rolls-Royce we also support requests for flexible working arrangements wherever possible

    Job Category

    Information Technology

    25 Jun 2020; 00 : 06

  • Posted Today
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