IT Infrastructure Service Managers

( IT / Development )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Our client is looking for multiple IT Infrastructure Service Managers experienced consultants to join a high-growth organization with working-from-home capabilities.

This is a long-term day rate contract with a view of being extended or becoming permanent for the right candidate.

Role: IT Infrastructure Service Managers

Location: Thailand

Long Term

Experience and Knowledge required

  • IT Infrastructure Service Management experience and associated service models
  • Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects.
  • Practitioner level understanding of ITIL and working knowledge of service management platforms.
  • Experience working with and influencing various levels of management, building relationships and influence across teams.
  • Ability to lead, make decisions, problem solve and work within and with other teams (including partners) to deliver outcomes
  • Demonstrate a resilient approach to working, asking tough questions to identify root cause.
  • Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
  • Working knowledge of EUC operations including Remote support and Deskside support
  • Experience in Stakeholder management and Conflict resolution
  • Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow

Roles and Responsibilities

  • Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.
  • Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
  • Point of Contact for IT Teams and Vendors at across geographies
  • Point of Contact for future Infrastructure Enhancement and requirement gathering.
  • Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
  • Manage IT Service Delivery at onshore Locations
  • Coordinate with Offshore IT Team for coherence with Business requirements.
  • Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.
  • Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
  • Enables Service Reporting and Governance Reviews.
  • Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
  • Drive Continual service improvement processes, tracking anticipated value and benefits.
  • Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
  • Work with PMO on short/long term IT Project implementations
  • Work with Delivery SPOCs and client Business users on IT requirements
  • Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
  • Vendor Contract and License Management
  • Implement Service improvement and Transformation initiatives


Mohammed (James) Fakrudeen

Senior Talent Acquisition Specialist

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