IT Customer Service Manager - Asian Office

Description

Information Technology Services (ITS) provides the technology that runs all our Bank operations globally, from hybrid cloud infrastructure, digital workplace tools, DevOps technologies and data and analytics platforms, right through to end user computing and business applications. We pride ourselves on our collaborative and trust-based culture, and our passion for excellence.

We offer an exciting opportunity to represent ITS as an IT Customer Service Manager in the Asian Office in Hong Kong.

This role is based in Hong Kong however, thanks to our status as an international organization, we can hire globally and welcome applications from candidates of all nationalities and located anywhere in the world. Relocation support is available for the successful candidate and their dependent family members.

Purpose of the role:

Representing ITS in the Asian Office you will be supervising the delivery of regional 1st and 2nd level IT support and external staff including service contracts and vendor relationships. You will manage the provisioning of 24/7 1st and 2nd level support to global BIS business including the Innovation Hub centres in collaboration with colleagues in our Basel head office and regional office in Mexico City. The role will also involve local infrastructure and datacentre hands-on assistance under the guidance of the Infrastructure Teams in Switzerland.

As the most senior member of the ITS team in our Representative Office in Asia, you will play a pivotal role in shaping and improving our 24/7 client IT support model. Thanks to our focus on innovation, you will have access to the newest technologies to support your success in this role.

By joining the IT Services Team:

• You will be joining an international team that believes in teamwork, is open to new ideas, and welcomes new members with diverse backgrounds and experiences.
• You will be working in a team running a top-rated IT Service Desk and will make an impact by helping us develop and expand our service model, while supporting the introduction of new technologies.
• You will have the opportunity to collaborate closely with dedicated and innovative professionals in a positive and stimulating working environment.

Principal Accountabilities:

• Supervising and coordinating regional IT services including those offered by local providers.
• Supporting the global 24/7 1st and 2nd level support model together with IT Services in Switzerland and Mexico City.
• Providing local IT infrastructure and datacentre assistance and support the use of video conferencing technologies and products for local events.
• Supporting Bank-wide rollouts of new products and technologies.
• Performing reporting and analysis of incident trends, problem management and SLA performance according to ITIL standards.
• Acting as a liaison between ITS and the business units and proactively monitor customer feedback and identifies improvements to support models and processes.
• Coordinates the purchasing of hardware based on business needs and defines hardware replacement strategy.
• Supports the Head of ITS Services in the development of the Service Management strategy and facilitates its execution.
• Assists with handling the financial resources allocated to IT Services.
• Manages or participates in project activities as assigned.

Qualification, skills, and experience:

• University degree in Computer Science or equivalent professional experience.
• ITIL qualification desirable.
• Broad knowledge and understanding of enterprise IT and Digital Workplace technologies.
• Basic knowledge of networking and infrastructure technologies.
• Experience of supporting video conferencing technologies used for high-level meetings desirable.
• Experience with supervision and mentoring of staff in IT support functions an advantage.
• Outstanding customer service and skills with a proactive service orientation.
• Good time management skills, accuracy, speed and attention to detail.
• Excellent communications skills to enable delivery of clear communication to different audiences.
• Fluency in English.

Who we are:

The Bank for International Settlements is a diverse organization with colleagues from over 60 countries. By joining our team, you will work in a unique, highly rewarding, and international work environment. We truly value diversity and inclusion and want to reflect the world we serve. We want the best people to work for us in an inclusive environment so welcome applications from all qualified candidates. At the BIS, we value equality and diversity in all its forms and one way we support diversity and inclusion is through our staff-run networks. You can discover more about diversity at the BIS here.

What the BIS offers:

We want your time at BIS to be a rewarding and career-enriching experience. We offer an agile and flexible working environment with hybrid working opportunities including home office and working from abroad days. To support our international applicants, we offer relocation support that extends to your dependent family members. In addition, thanks to our ongoing commitment to diversity and inclusion, we offer a competitive compensation and benefits package, including support for working families including childcare and education allowances (where applicable). Finally, we offer a genuinely unique international working environment, which will give you exposure to the global financial system and the opportunity to collaborate with passionate experts from all over the world.

We strive to ensure that individuals are provided reasonable accommodation to participate in the application or interview process, and to perform essential job functions. Should you wish to request accommodation, support in completing this application or participating in the application process, then please reach out to the recruitment team at staffing@bis.org.

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