Missions
The VIE - Service Delivery Manager - Regional IT Governance will operate within the Digital Delivery Services (DDS) APAC division of D&IT. This role provides strategic support to the EAP (East Asia Pacific) Cluster Business Partnering team in executing a pivotal transformation initiative: the consolidation of fragmented local IT delivery models into a unified "One Digital & IT" framework.The incumbent will serve as a primary liaison between Regional and Global Delivery Teams and the local delivery team in charge of: Singapore, Japan, Korea, Australia, Taiwan, Malaysia, Thailand, the Philippines, Vietnam, Indonesia, New Zealand, and Brunei. The core mandate involves conducting a comprehensive audit of the extant local IT service landscape—encompassing both infrastructure and applications—to identify undocumented services absent from the official catalog. Subsequently, the role requires leading projects to standardize these services by leveraging enterprise-grade platforms such as ServiceNow and Google Workspace to enable the establishment of best-practice processes. Once these frameworks are instituted, the focus shifts to driving continuous improvement through rigorous monitoring, thereby ensuring the sustained delivery of efficient, consistent, and high-quality services across the region to meet regional business needs.
1) Audit & Discovery (The Investigator) :
Conduct a comprehensive audit of local IT services (Local Infrastructure & Local Apps) delivered across the 12 countries of the EAP cluster.
Interview local IT teams and business stakeholders to identify services currently delivered outside of the existing catalog from DDS APAC.
Map the "As-Is" state of service delivery, highlighting discrepancies between countries (e.g., where a service is provided in Japan but not in Australia) .
Leverage Google Gemini to analyze unstructured documentation and summarize audit findings efficiently.
2) Standardization & Governance (The Architect) :
Collaborate with our Local Process Manager and Service Integration Manager, ensuring local services are properly recorded in the ServiceNow catalogue. Define clear Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs) for previously unmapped services.
Collaborate with Global Infrastructure Operations (GIO) to identify local redundancies that can be replaced by global standard solutions.
3) Project Management & Transformation (The Driver) :
Lead harmonization projects to deploy standardized solutions across the cluster, replacing legacy local tools.
Drive change management and adoption of the new service catalogue among local business users.
Monitor progress using ServiceNow dashboards and report on efficiency gains to regional management.
4) Stakeholder Collaboration & Governance (The Expert) :
Act as the subject matter expert (SME) for ITSM best practices within the DDS APAC Business Partnering team.
Provide training and guidance to the Business Partnering on new workflows, catalogue usage, and adherence to defined standards.
Develop and report on Key Performance Indicators (KPIs) and metrics related to the local service catalogue adoption, workflow efficiency, and local service delivery performance
Profil recherché
EducationMaster's degree in IT Management, Business Information Systems, or Engineering.
Soft and Hard Skills
Must have:
- Strong analytical skills with the ability to map complex processes.
- Familiarity with IT Service Management (ITSM) concepts (ITIL knowledge is a plus) .
- Project Management mindset: organized, autonomous, and able to drive timelines.
- Proficiency in Google Workspace (Sheets, Slides) and comfortable with AI tools (Gemini/ChatGPT) .
- Experience with ServiceNow or similar ITSM platforms.
- Previous exposure to IT Audit or Process Improvement methodologies (Lean/Six Sigma) .
- Experience working in a multicultural/APAC environment.
English fluency is Must have
Any Asian language (Japanese, Korean, Mandarin, Bahasa) Nice to have
French Nice to have
Additional information
Please send your CV and motivation letter in English!
Position open only for candidates eligible to the VIE program. Therefore, only the applicants meeting the requirements of the French V.I.E program will be taken into consideration. Please visit this website for more information about these requirements:
https://mon-vie-via.businessfrance.fr/en/what-is-the-vie-french-international-internship-program