Title:  Senior Manager, Digital Workplace

Job Summary:

As a Digital Workplace Senior Manager, you will be part of the team to design and deliver endpoint

and end-user services for Windows, iOS and Android devices for DKSH Malaysia. You will be expected

to conceptualise, implement and manage DKSH’s Digital Workplace services and ensure high levels of

availability, performance and security across the market.

You will collaborate with colleagues from other disciplines such as Group IT Digital Workplace, Group

IT Infrastructure, Group IT Security, Group IT Applications, Group IT Digital Transformation and

Products as well as peers from other markets within the region. You will also lead the team that is

built to support the market.

Job Responsibilities:

• Manage a team of desktop engineers’ deliverables across Service, Risk, Financial and

• People pillars.

• Ensures team’s service meet the agreed-upon SLAs and highlight/resolve key risk related

• issues.

• Manage escalations, workload, and assignment across the team. Support and collaborate

• in initiatives, projects, and audits.

• Handle and support senior management users (including Management Committee

• members) and internal senior managers.

• Solution-focused, identify problem areas and then creating plans to find resolutions.
• Drive modernization of the workplace environment to increase productivity & efficiency

• and support in the digital transformation journey.

• Proactively seek and communicate strategies for improvement in both the operational

• and customer satisfaction aspects of Digital Workplace

• Identify technologies which will improve customer satisfaction, reduce costs or improve

• efficiency.

• Establish metrics to measure efficient use of existing systems and resources.
• Assess vendors' capabilities, monitor vendors' performance, and provide

• recommendations.

• Participate in Country IT budget planning, control, and management.
• Learn, live, and coach DKSH’s VMP (Vision. Mission. Principles), lead changes by bringing

• clarity, energy, and delivering success.

• Strong/effective communication skills and a proven track record of building positive

• working relationships.

• Curious and keen to push boundaries and try new concepts.

Job Requirements:

• Graduate of Bachelor’s Begree in Computer Engineering or other Engineering related

• field.

• ITIL Certified required and any certification in change management is an added

• advantage

• Good command of English
• Minimum 5-8 years’ experience as IT Operations manager.
• Experienced in managing IT infrastructure-related projects, such as network upgrades,

• cloud migrations, office expansions, relocations and the likes.

• Excellent knowledge of technical management, information analysis, and computer

• hardware/software systems.

• Team and resource management experience in a fast-paced environment.
• Experience in an MNC-level End User Computing function.
• Support experience with various operating systems (Mac, Windows, Linux, Android, iOS).
• Hands-on experience in procurement, vendor management, and budget control.
• Hands-on experience in deploying and supporting desktops, laptops, video conferencing,

• and networking devices.

• Hands-on experience in data analytics and dashboard implementation.
• ITIL certification or similar experience required.
• Ability to analyze, trouble-shoot and diagnose issues quickly and accurately.
• Has a keen interest in technology and latest technology trends.
• A team player comfortable with collaborating outside of reporting lines.
• Has a service-oriented mindset and knows what makes for good user experience.
• Good technical aptitude including excellent troubleshooting skills.
• Sound understanding of the ITIL/ITSM processes with knowledge of the various ITSM

• stages, including but not limited to: Incident Management, Problem Management,
• Change Management and other ITSM stages

#LI - CG1