IT Service Delivery Specialist - World Vision, Malaysia

Closing date:  24 Oct 2011

This role is the means of delivering operational capability for information technology and connectivity services to FSG clients. Incumbent will be a critical resource to the global service delivery team and the FSG presence on the ground in WV regional locations and National Offices.

Engagement - Build relationship and collaboration with clients so as to become more interdependent Provide customer support to National Offices, trouble shooting existing IT infrastructure problems at first and second and level technical support Manage relationship with FSG clients and stake holders, working in close collaboration with GCIT and regional IT leadership Interact with customers (local and remote) via email, telephone or other means to provide requested services within a defined time frame and level of quality. Follow case management for all calls allocated to ensure that customer expectations are set and the progress of problem resolution is communicated, and service levels are met.

Technical Support - Maximise the utility and effectiveness of ICT by fixing and optimizing its operation Provide technical expertise in to implemented solutions in the connectivity, networking and security domains Undertake IT infrastructure implementations as required Provide second and third level support for technical problem solving and trouble shooting in connectivity and networking Transfer skills to NO IT staff as required

Project Management - Ensuring delivery of the project on time, within scope and within agreed budget Manage own activities in an organized way that is consistent the FSG project management processes Act as project manager for FSG projects as required. Prepare project plans for client engagements and own activities Monitor and ensure customer satisfaction with FSG related projects and services

Analysis and Documentation - Ensuring that the team has a record of activities and organizational knowledge Provide expert knowledge and advice on appropriate connectivity, project and organisational solutions based on knowledge of current practices and industry best standards Maintain a current understanding of, and be able to respond to, existing and emerging internet technologies Develop, maintain and communicate standards, policies and processes

Personal Career - Assume personal responsibility for career development Actively participate with manager to produce a jointly agreed development plan which will identify key areas for assisting in personal and professional development consistent with World Vision’s strategic goals While this job description is intended to be an accurate reflection of the duties involved in this position, WVI reserves the right to add, remove or alter duties when business need dictates. A TOR document will be agreed previously to the beginning of functions.

REQUIRED: Minimum of Bachelors Degree in an engineering discipline, Business Administration, or other Technical or Business related discipline. Formal education on Business process management, customer services and quality management systems is desirable. Vendor certification from Microsoft, IBM or Cisco At least 2 years experience in IT or telecommunication services industry Extensive experience with Microsoft desktop, back office and management infrastructure Experience in supporting cultural and change management is desirable Customer Services / Process Skills ITIL Service Management framework knowledge and experience a plus Customer service and process oriented professional Excellent interpersonal and diplomatic skills and be able to work well in a team environment. Understands sponsorship, relief, development and advocacy issues and operations consequences. Ability to work independently and in multidisciplinary teams with flexible and changing assignments. Ability to combine business processes and technical knowledge. Ability to identify issues, propose solutions, synthesize and highlight implications of findings. Excellent written/verbal communication and interpersonal skills. Demonstrated ability to effectively establish and maintain working relationships with peers. Flexible and willing to travel.

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