Regional IT Manager - Operations
Our 27-year journey rides on the passion of over 24,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 600 diverse types of vessels.
Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.
In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.
Job Position Summary
The Regional IT Manager plays a critical role within the IT Operations function for Fleet looking after all operations across India and Europe regions and across our fleet of 650+ vessels. The role works closely with the Head of Operations, based in HK, to ensure that services both on-shore and across vessels are delivered in accordance with overall service-level agreements in an efficient, effective and secure manner. This role is a change agent for the team and organisation leading by example and actively identifying and implementing process, people, and technology improvements.
Key Roles and Responsibilities
A typical day for the Regional IT Manager – Operations would include:
• Service Management – handling Incidents, Problems and Changes effectively
Ensuring all incidents are progressed & handled within SLA – escalating to other internal and external teams as appropriate
Maintain and develop knowledge and skills to assist with first time incident resolution and problem resolution
Proactively identify repeat problems or service risks and provide solutions to prevent recurrence
Be able to run post-mortem investigation after P1/P2 incidents and ensure improvements are actioned
Review global service desk process and make recommendations for greater efficiency
Provide monthly metrics and reports on SLA and process improvements
Ability to run the Change Approval Board to review changes by accurately assessing risks
• Managing Vendors & Finances
Manage staff to facilitate purchasing and invoicing for IT equipment and licenses
Develop and maintain a partnership approach with our key vendors obtaining the best value for the organisation
Make recommendations on how to deliver cost savings whilst maintaining service levels
• Supporting Infrastructure & Cloud Services
Advise the organisation on how to best leverage technology to meet desired outcomes
Oversee upgrades and installations ensuring systems are built and maintained to standards
Ensure adherence to agreed policies for cloud services management including regular Disaster Recovery Testing
Contribute and take ownership of risks raised on the Risk Register in relation to infrastructure
• Team Development & Knowledge Sharing
Mentor and coach individual team members to reach their full potential
Active knowledge sharing with colleagues - both shore-based and vessel staff
Create and promote others in your team to generate knowledge articles for the self-service portal
Job Experience, Functional Knowledge and Qualifications
ESSENTIAL
•7+ years supervising and leading IT Operation teams – demonstrating ability to drive forward improvements through helping team members achieve their potential
•Demonstration of driving forward service improvements across a global organisation to achieve results in better performance, cost savings, etc.
•Project Management experience – handling and executing independently small to medium projects to time, quality and cost
•Direct exposure working with vendors in managing SLA performance, reporting, and incident resolution
•IT purchasing - Acquiring quotations, processing invoices, and asset management
•Experience with Meraki/Cisco or other next-gen switches/firewalls and troubleshooting issues
•Exposure with IT Asset management and deployment tools such as Desktop Central
•Experience with Office 365 administration, especially Exchange, Teams and SharePoint.
•Excellent communication skills in both written and spoken English
DESIRABLE
•Knowledge in ITIL processes
•Project Management certification such as PMP, PRINCE2
•System automation experience – Desktop/Server
•Knowledge of security practices and compliance frameworks
Competencies Indicate the observable behaviours that demonstrate the knowledge, skills and abilities that the employee should have at a particular level.
• Analysis and Problem Solving (Level 3): Uses a systematic approach to root cause analysis on complex problems to identify underlying trends and put forward well-thought-out solutions to address the causes and reduce risk.
• Listening and Communicating (Level 2): Is effective in communicating his vision with a wider audience. A good communicator knows when to use which channel, and which tone of voice in order to drive maximum impact.
• Collaboration, inclusion, and teamwork (Level 2): A great team player is pro-actively going out there to encourage, support and recognise work performed by others. The person is always trying to find common ground to share his ideas and experience.
• Customer focus (Level 3): Proactive in maintaining relationships and managing customer expectations effectively. Takes a partnership approach to solve problems and improve service standards using data to define continuous improvement
• Planning and Organising (Level 3): Uses technology and tools to drive effective project planning with projects having clear success criteria and milestones. Escalates in a timely manner and seeks feedback with all colleagues throughout the execution phase mitigating risks as they arise.
• Initiative (Level 3): Always looks for opportunities to improve efficiency and effectiveness in their own and other peoples work backed by clear rationale and benefits to the business. Role models desired change behaviour and uses external best practice as reference.
• Accountability (Level 3): Sets high work and ethical standards for self and others including budget management, work quality, timelines. Ensures that tasks and projects within responsibility areas meet promises made. Acknowledges mistakes openly identifying learnings to be applied.
• Resilience and managing wellbeing (Level 2): Maintains continuing high-performance standards when under additional pressure, higher workload or in changing circumstances. Recovers quickly from setbacks or feedback, applying lessons learnt. Maintains composure in stressful situations.
• Adaptability (Level 3): Takes a leadership role in supporting colleagues through business change initiatives. Identifies improvements in line with changing business strategies. Puts themselves in place of the people being impacted when implementing change.
Relationship (mostly Internal and or External) and Nature of Communication List the internal and external points of interactions that are required of this job
INTERNAL:
• Daily interaction with all levels of organisation including shoe-based office staff, remote workers and vessel-based seafarers
• Global IT team
EXTERNAL:
• Vendors - Suppliers of IT equipment and services
Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.