The Estee Lauder Companies Information Technology Lead, Travel Retail APAC in Singapore

Information Technology Lead, Travel Retail APAC

Brand: Estée Lauder Companies Corporate Departments

Description

POSITION SUMMARY:

The incumbent will support the cluster Strategic Business Partners (SBP) in executing the Global Information Services (GIS) strategy and providing GIS oversight & leadership within the designated location(s).

The role will ensure effective service delivery for assigned business division, Travel Retail, Asia Pacific and adherence to service level agreements providing coordination, escalation and support to Regional and Global GIS function leads in order to plan, implement and deliver high touch IT services and project deliveries.

This role will also include support for retail technologies and creative approach to solving problems for Retail with limited support. This role will also require creative problem solving to optimizing existing processes / solutions in working with various functional teams in GIS.

This individual will have a dotted line reporting into Service Delivery team of Travel Retail Worldwide.

KEY RESPONSIBILITIES:

Understand the business processes and assist with Optimization

  • Understands the business processes and help suggest optimization working with functions in an agile manner.

  • Understands the retail environment and the technology to provide capabilities and innovation.

Provides support across the Travel Retail APAC region for Retail technologies

  • Working with SBP, help define and execute the technology roadmap and support model for TR APAC region.

Oversee Local Service Delivery

  • Ensures delivery of high touch customer services in all technical areas related to GIS & technology.

  • Support TR APAC regional Digital team in their endevors on Online Sites APIs and digital initiatives.

  • Liaises with site leadership and Field Services Leads to ensure appropriate levels of support across shifts or skewed working hours as required.

  • Observe quality, alignment to SLAs & Business Satisfaction of Managed Service providers for local affiliate / site, escalating to Global, Regional Leads where necessary for remediation.

  • Handle customer service escalations and provide high touch customer support to ELC end users in the location.

  • Acts as the focal and first escalation point for global/regional GIS & support ecosystems.

  • Accountable for successful resolution and escalation of major incidents and provides local feedback via Daily Production Call

  • Understand areas of weakness / opportunities for improvement in service offering and provide feedback to vendors.

  • Review and approve EOL equipment replacement & provide New Hire / Break Fix forecasts for equipment to be provisioned by HCL team.

  • Ensures on-site Break/Fix and Spares pool is replenished acting on inventory information passed from local support teams.

  • Organise procurement activities for non managed service provisioned equipment (i.e. lync headsets, mobile phones, etc.

  • Guiding the project team in local relevance and dealing with concerns raised by the business. Identify the barriers and potential risks and possible unintended consequences of a technology change to local business.

  • Project delivery assurance enabling fluid and cross-functional communication, assist in determining resources for a project and ensure that services being brought into the environment have proper support model. Assist site readiness and communication prior to implementing any global / regional projects.

  • Provides guidance to the user community on best practices, users' roles & responsibilities, how to's & best methodology to leverage GIS services, support model, corporate IT policies, standards & procedures by way of advice, documentation or initiation and support of workshops.

Ensures GIS technical, risk and compliance standards within the Location

  • Represents GIS in the Location’s Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP). The ABP is part of the Location Crisis Management Team to ensure relevance of the GIS elements of the plan BCP/DRP

  • Supports the validity of all aspects of user provisioning & of user accounts in AD, mailboxes, applications etc

  • Communicates with the SBP to ensure that the Risk Register is updated according to GIS policies

  • Handle all security exceptions as required by the business & in line with GIS policies.

Financial Management

  • Assist in developing site budgets & monitor spending against the budget.

  • Review of monthly operating expenditure (OPEX) charges to ensure financial accuracy.

  • Assists site IT Procurement related activities by providing budget oversight, ensuring proper controls as well as working closely with the buyer's network.

Qualifications

  • At least 8 years’ related experience.

  • Superior interpersonal skills & ability to communicate comfortably with all levels of site management.

  • Adaptable and able to work under pressure.

  • Ability to work independently and with limited direction .

  • General working knowledge of IT concepts and services (networks, storage and compute, desk top support, unified messaging, office automation and email)

  • General working knowledge of physical and logical Cybersecurity and relevant compliance regulations.

  • Expertise in concepts and operation of enterprise level service delivery (minimum ITIL Foundation and Service Operations Intermediary Certificate).

  • Ability and experience in managing budgets, forecasts and costs.

  • Good supplier relationship and technical (service) leadership skills.

Job: Information Technology / GIS

Primary Location: Asia Pacific-Singapore

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: Yes, 10 % of the Time

Job Number: 1815826