Senior Manager, IT End-User Services

Innovation starts from the heart. At Edwards Lifesciences were dedicated to developing ground-breaking technologies with a genuine impact on patients lives. At the core of this commitment is our investment in cutting-edge information technology. This supports our innovation and collaboration on a global scale enabling our diverse teams to optimize both efficiency and success. As part of our IT team your expertise and commitment will help facilitate our patient-focused mission by developing and enhancing technological solutions.

Edwards Lifesciences is looking for a Regional IT Manager based in Asia Pacific. This person must be a proven leader who will be responsible for a regional L1 and L2 Support for the Singapore plant ensuring guidelines and procedures in support of Edwards global business are followed. This position will work with IT global operations and service strategy to meet asset and end-user support needs.

The ideal candidate must be a service delivery expert and must have experience hands-on with end-user technologies support in medical and/or manufacturing environments. This leader will be responsible for first level IT service desktop/laptop hardware and software lifecycle and will make annual budget recommendations at least ITIL V3 certification and/or related business certification required.

How youll make an impact:
Manage experienced IT professionals and oversee the work of assigned IT team within own function
Plan and direct project activities with the accountability for successful completion of all project deliverables to the business within established financial schedule scope and quality objectives. Identify risk develop mitigation strategies alternative solutions critical path resolve issues action item follow up collaboration with project managers
Manage defined set of business applications or technologies to ensure performance according to business needs and IT standards upgrades performance functionality enhancements security validation and general maintenance.
Create bridge-building solutions that improve client relationships
Identify opportunities and lead the implementation of changes to drive improvements including customer satisfaction with project execution and operational support
Assess new technologies and methods to meet customer needs
Develop ROI based business cases for enhancements and small projects in collaboration with stakeholders
Other incidental duties

What youll need (Required):
Bachelors Degree in or College or international equivalent with minimum 10 years of related working experience required or
Other: in MBA/MA/MS with minimum 8 years of related working experience required

People management experience is required

What else we look for (Preferred):
ITIL V3 Foundations required
Extensive background with project and program management processes techniques and methodologies
Experience in facilitating change including collaboration with management and executive stakeholders
Experience within a regulated Healthcare environment and/or Manufacturing experience preferred
Expert knowledge of help desk support and practices by being able to manage day-to-day operations for Infrastructure Support services including ticket volume management service level attainment and focus on exceeding customer expectations.
Manage develop and motivate Desktop Support team across the region including coaching and mentoring assessing staff performance and providing for professional development opportunities.
o Desktop support best practices in large enterprise setting
o Microsoft Windows enterprise technologies including Active Directory SCCM Office applications
o Supporting an environment with multiple OS (Microsoft Windows Apple Mac OS) and multiple browsers
o Managing and supporting Microsoft cloud technologies including O365
o Managing and supporting audiovisual technology integration
o Mobility technologies including Android Apple iOS devices and its applications in the enterprise
o ITSM Service Delivery model
Identify opportunities for continual improvement and lead the implementation of changes to drive efficiencies including business partner satisfaction with project execution and operational support.
Expert understanding of IT procedures while addressing issues with impact beyond own team based on knowledge of related disciplines
Ability to work in a fast paced environment
Strong documentation and communication skills
Ability to proactively escalate issues to appropriate levels of management in the organization
Ability to influence others without having direct authority over them
Excellent organizational coordination and presentation skills
Ability to advise to subordinate(s) to meet schedules and/or resolve technical problems
Ability to provide technical guidance to employees colleagues and/or customers
Adhere to all company rules and requirements (e.g. pandemic protocols Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control