McDermott Hiring! Full Time Manager Technology (IT) in WP Kuala Lumpur - Ricebowl

Key Tasks and Responsibilities:

• Area IT Operations Leadership and Global Alignment
  •    Lead the Asia Pacific IT Operations function and provide direction, coaching, performance expectations and development support to Area IT Operations personnel.
  •    Cascade Global IT Operations policies, standards, processes, roadmaps, controls and directives into clear Area plans, ownership and measurable execution.
  •    Promote a uniform global operating model while addressing justified local business, regulatory, operational and site requirements.
  •    Provide structured feedback, operational insights and improvement proposals to Global IT Operations; actively contribute to global standards, service design and operating-model maturity.
  •    Act as the Area focal point for IT Operations and maintain effective working relationships with Global IT functions, Area leadership, business stakeholders, projects and external service providers.
• End-User Technology and Device Management
  •    Own end-user technology operations across the device lifecycle, including demand planning, standards, procurement coordination, provisioning, deployment, configuration, support, refresh, recovery, secure disposal and asset reconciliation.
  •    Provide strong technical leadership for modern endpoint management and deployment platforms, including Microsoft Intune, Microsoft Configuration Manager, Windows Autopilot or equivalent technologies.
  •    Oversee device enrollment, application packaging and distribution, operating-system deployment, configuration baselines, patching, software compliance, remote support and endpoint health.
  •    Establish repeatable deployment methodologies for new sites, projects, device refreshes, operating-system upgrades and technology rollouts, with appropriate pilot, testing, rollback and business-readiness controls.
  •    Ensure effective support for laptops, desktops, mobile devices, peripherals, meeting-room technology and approved end-user productivity services.
• Service Management and Operational Excellence
  •    Be accountable for Area IT service delivery performance and adherence to agreed service levels, operational targets, support coverage and escalation pathways.
  •    Drive proactive solutioning through monitoring, trend analysis, automation, self-service, preventive maintenance, experience analytics and early identification of service risks.
  •    Lead reactive issue resolution for major incidents, critical outages, executive-impacting issues and ticket escalations, ensuring disciplined coordination and timely stakeholder communications.
  •    Strengthen incident, request, problem, change, knowledge, configuration and asset-management practices in alignment with ITIL principles and corporate processes.
  •    Own problem-management discipline for recurring or high-impact issues, including root-cause analysis, corrective actions, known-error records and verification of sustainable resolution.
  •    Review ticket quality, ageing, backlog, reassignments, SLA performance and escalation patterns; implement corrective actions and measurable service improvements.
• Digital Employee Experience and End-User Engagement
  •    Measure and improve the Digital Employee Experience using service data, device health, user sentiment, adoption insights and operational feedback.
  •    Champion an end-user-focused support culture that balances technical quality, responsiveness, clear communication, empathy and business productivity.
  •    Improve self-service capability, user communications, technology adoption, onboarding and offboarding experiences, and support for priority business populations.
  •    Define and monitor improvement actions for end-user satisfaction, service perception and adoption of standard digital workplace capabilities.
• Cybersecurity, Risk and Compliance
  •    Embed cybersecurity requirements into endpoint operations, deployments, support processes and lifecycle controls in partnership with Cybersecurity and other Global IT teams.
  •    Ensure compliance with approved security baselines, endpoint protection, vulnerability remediation, encryption, identity and access controls, privileged-access practices, data-protection requirements and software standards.
  •    Coordinate timely containment and remediation of endpoint security events, vulnerabilities and audit findings, maintaining appropriate records and management visibility.
  •    Support internal and external audits through accurate asset, deployment, change, access, patching and operational evidence.
• Infrastructure and Corporate Application Enablement
  •    Maintain practical knowledge of IT infrastructure technologies and operations, including LAN/WAN, wireless, internet connectivity, cloud services, identity, collaboration, compute, storage, backup, printing and site technology dependencies.
  •    Coordinate with Infrastructure, Network, Cloud, Messaging, Cybersecurity and application teams to ensure stable end-to-end services and effective handoffs.
  •    Plan and manage the Area deployment of corporate applications, including endpoint readiness, packaging, testing, change control, communications, training coordination, adoption support and post-deployment stabilization.
  •    Ensure local technology changes and solutions align with enterprise architecture, cybersecurity, supportability and lifecycle standards.
• Change, Program and Project Management
  •    Apply disciplined change-management practices to minimize business disruption and improve adoption of new technology, processes and services.
  •    Partner with PMO and project teams to define scope, plans, risks, dependencies, resources, budgets, milestones, readiness criteria and operational handover requirements.
  •    Lead or support Area execution of global IT programs, site mobilizations, integrations, enterprise deployments and transformation initiatives.
  •    Provide IT input to bids, estimates and revenue projects; translate business and project requirements into secure, scalable and supportable IT solutions.
• Business Alignment, Governance and Financial Management
  •    Act as a trusted technology partner to Area and functional stakeholders, understanding business priorities and aligning IT services, investments and operational plans accordingly.
  •    Prepare, manage and track the Area IT Operations budget, forecasts, demand, cost optimization opportunities, vendor commitments and service consumption.
  •    Maintain governance for exceptions, risks, decisions, standards compliance, service reviews and improvement roadmaps.
  •    Use operational metrics and meaningful management reporting to communicate service performance, risks, experience, capacity, project status and improvement outcomes
• Knowledge, Process and Continual Improvement
  •    Create, maintain and govern high-quality knowledge articles, standard operating procedures, work instructions, support guides, deployment runbooks, troubleshooting playbooks and service documentation.
  •    Review operational processes end to end; identify control gaps, duplication, delays and failure points; simplify, standardize and automate where appropriate.
  •    Establish knowledge ownership, review cycles and quality standards that improve first-contact resolution, service consistency and team capability.
  •    Promote lessons learned, knowledge sharing and continual improvement across the Area and Global IT Operations community.