If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun. We are looking forward to a Manager-IT-Support in Shanghai, China . In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.

What you’ll do:

• Acts as a daily focal point for service desk escalations.

• Analyzes and troubleshoots complex production issues (including interfaces, reports, customizations extensions and workflows) and drives resolution within agreed Service levels.

• Evaluates requests, in order to deliver within agreed service levels by following Eaton’s Request Fulfillment process. Designs and improves ways to exceed First call resolution, satisfaction targets.

• Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability.

• Develops strategy, roadmap that have clear measurables for key metrics and a focus on continuous improvement of Employee Experience.

• Responsible for defining/analyzing/reporting key metrics for Service Desk performance, leading operational reviews. Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is improved.

• Responsible for working with vendor to ensure they are meeting Eaton expectations of vendors' ability to deliver on contractual agreements, provide feedback to improve vendor performance, maintain high levels of customer satisfaction and engagement with Eaton. Leading renewal, contract negotiations, agreements, selection (as required).

• Responsible for leading operational excellence, performance, improvement reviews across Inf Service Value chain and improving lean daily management rigor, maturity of service management processes.

• Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)

• Maintains quality and schedule of deliverables by ensuing proper reviews and approvals of design and code, regression and performance testing as required, obtaining UAT approval before Production.

• Oversee, monitor and drive continuous improvement in the Knowledge Management process that exists to manage IT’s critical service management knowledge. This includes, but is not limited to, defining how knowledge articles are created and kept current and accurate, and monitoring to ensure the process is being performed as documented and intended.

Qualifications:

• Bachelor's degree from an accredited institution

• Mastery (over 10 years direct experience) experience leading delivery or production support for a large, complex organization.

• Experience managing global services and software product vendor relationships.

• Experience working with resources in a diverse regional footprint - able to engage resources across matrix organization structure to deliver on goals.

• Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors.

• Experience setting up and managing vendor Managed Services and Time and Materials relationships.

• Experience budgeting and forecasting as per standard financial processes.

• Experience of driving continuous improvement, creating roadmap & deliver/results.

• Must have: ITIL and ITSM experience at expert levels. Must have experience managing support teams with a global or regional scope and ensure engagement between internal team and external teams. Must have excellent operating knowledge of how support applications such ServiceNow. Must have an excellent knowledge of market and service desk strategies, evolution.

• Strong understanding of System Development Life Cycle processes and ability to deliver on improvement projects associated with GSC leveraging processes.

• Strong Interpersonal Skills, customer centric, CI mindset with focus on leadership and motivation.

Yes! Because you are the one we are looking for, we hope to hear from you now!

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.