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IT Business Partner, Service Delivery, China

応募 後で応募 求人ID R0013297 掲載日 10/14/2019 Location:Shanghai, China

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Job Description

Purpose:

  • Serves as the IT Business Partner for all Infrastructure and Operations (CTUX) related Services and Projects in China.
  • Partners closely with the assigned Business Partner(s) to collaborate on services and support.
  • Develops understanding of business objectives and technical support requirements.
  • Supports development and delivery of required CTUX support and services.
  • Serves as the single-point-of-contact (SPOC) for all CTUX services required.
  • Responsible for ensuring CTUX IT Operations within the assigned region/business.
  • Develops, tracks and measures key performance indicators and customer satisfaction metrics.
  • Works to ensure CTUX service and process changes are thoroughly vetted and understood by the Business Partner such that he/she is appropriately cascading information with their business functions. Conversely, ensures all CTUX requirements coming from the Business Partner / Business Function are cascaded back to the appropriate CTUX function(s).

Responsibilities:

  • Serve as Single Point of Contact for all CTUX related Services and support within the assigned function/region/country.
  • Participate in Commercial IT leadership team meetings.
  • Provide regular updates on planned Initiatives and reports on IT Operations and projects.
  • End-to-end CTUX issue/escalation ownership.
  • Where requested by the Commercial IT Business Partner, participate together with representatives from Commercial IT in business meetings (i.e. cycle meetings, etc).
  • Works hand-in-hand with Commercial IT on ensuring CTUX business demand is met using standardized, fit-for-purpose technology and procedures.
  • Oversee and/or manage projects with CTUX components, including monitoring process; taking feedback; and ensuring end-user satisfaction with delivery.
  • Budget management for local/regional cost center(s), including budget planning and tracking.
  • Support Business IT Operations by overseeing all aspects of CTUX service delivery, platforms and support, including:
    • Reports, dashboards and service request management.
    • Supporting Voice of the Customer and continuous improvement with process and problem management.
    • Implementation and enforcement of CTUX technology and process standards.
    • Facilitating service reviews with all internal and external contributors.
    • End-to-end ownership of issues and escalations with the associated business function.

Dimensions and aspects:

Leadership

  • Set clear team goals and KPIs with IT Business Partner and direct reports.
  • Delegate tasks and set project deadlines.
  • Oversee day-to-day team operation and performance.
  • Coach and develop team members, as well as oversee employee performance evaluation.
  • Support training needs for the IT Business Partner.
  • Provide Voice of the Customer of feedback and continuous improvement.

Decision-making and autonomy

  • Ability to work independently with minimal direct supervision.
  • Leverage independent judgment to determine optimal methods of task completion and work prioritization.
  • Adherence to CTUX policies, processes and standards.
  • Authority to delegate tasks and responsibilities to other team-members.

Interaction

1)  Internal partners:

  • Within the CTUX Service Delivery team, working with peers to deliver across business  regions in a seamless fashion.
  • With other CTUX Teams, provide seamless collaboration to the IT Business Partner by coordinating services as required from multiple CTUX teams as follows:
    • Local/regional resources to global CTUX projects and roll-outs.
    • Information about local/regional parameters, requirements and business schedules.
    • Voice of Customer, gathered from the business, IT Business Partner, and/or within CTUX Service Delivery team.
  • In turn, CTUX Service Delivery will receive from peer CTUX teams:
    • Timely Information on planned projects and technology roll-outs that may impact the business function or region.
    • Timely support for any CTUX-supported technology or service IT Business Partner escalation from the team.

2)  Other internal IT teams:

  • The IT Business Partner/ Commercial IT as the primary customer.
  • CTO Team.
  • CISO Team.
  • ERP Products Team.
  • Enterprise Management & Transformation Team.

3)  External partners:

  • There are a number of external partners providing services to Takeda. While relationship management and contract management with these partners fall under the responsibility of other CTUX Towers, the day-to-day activities necessary in delivering a project or service in the Region / Country / Location are being coordinated by this role (and team) where necessary.

Innovation

  • Participation in technology pilots and solution finding.

Complexity

  • Ability to work comfortably in a multi-cultural team environment.
  • Ability to work effectively in a widely dispersed team (time zones / geographies).
  • Creativity in addressing technical challenges in a highly regulated and complex environment.

Qualifications:

  • Bachelor’s degree in Computer Science or related field or equivalent experience required. Master’s Degree preferred.
  • 10+ years experience in a technical environment with experience as a team leader.
  • 2+ years of setting performance standards in a comparable role.
  • Project Management Certification is a plus.
  • Strong Knowledge of ITIL and ITSM methodologies.
  • Operational knowledge of IT Infrastructure and Operations, including Desktop, Server, Operating Systems, LAN/WAN, as well as Print-, Collaboration- and UC- Services.
  • PMP and ITIL certifications are a plus.
  • Understanding of Commercial IT business processes.
  • Strong analytical, communication, interpersonal and organizational skills required.
  • Strong people skills. A collaborative mindset is an absolute must.

Locations

Shanghai, China

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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