Company: Cathay Pacific
Closing Date: "No Closing Date Stated"
Job Description :To plan and manage the Service Operation processes ensuring all the IT application systems, infrastructure services and IT facilities are available 24x7. Ensure all operations are cost effective and flexible by managing the service suppliers and working with the Service Centre and other support parties meeting Service Management, Incident Management, Problem Management and Operation Management objectives in supporting the operation of CX business.
Key Responsibilities:- Define the objectives, policies and governance structures of Service Management processes to ensure service integration channels with IT Portfolio Domains (Corporate and Back-Office Operations, Passenger, Airline Operations and Cargo) to align IT components and services to business goals.
- Act as the business unit escalation prime channel on IT operational service issues and the focal communication point of IT operational issues to the Senior Managers and Executives.
- Direct and drive the development of IT Service Level Requirement (SLR) and IT Service Catalogue to meet the Service Management objectives.
- Direct and drive the negotiation and agreement of SLRs with CX business units. Ensure Operational Level Agreements (OLA) and underpinning contracts support agreed SLRs.
- Monitor and review the measurement of agreed IT Service Levels on a regular basis; drive the establishment of proactive measures to improve IT Service Levels.
- Establish, maintain and review a Catalogue of services that meets CX business requirements.
- Define the objectives, policies and governance structures of Incident Management processes to ensure consistency, efficiency and effectiveness of the Incident Management process across all levels of support groups.
- Direct and drive the Incident Management processes to ensure restoration of normal service operation as quickly as possible and minimize the adverse impact of IT service issues on the operation of CX business.
- Define the objectives, policies and governance structures of Problem Management processes to prevent problems and resulting incidents from happening and eliminate recurring incidents.
- Act as the IM focal point for Crisis Management, manage crisis situation and the execution of Crisis Management Plan (CMP), and oversee the execution of Disaster Recovery Plan (DRP).
- Define the objectives, policies and governance structures of IT Facilities Management processes to ensure a consistent, efficient and effective management of the physical IT environment and operations of Data Centre and equipment rooms.
- Monitor and oversee the operation of Data Centre, including physical access control approval, control of equipment in and out, data backup and offsite, job scheduling activities.
- Define the objectives, policies and governance structures of Performance, Availability and Capacity Management processes to ensure the level of service performance and availability delivered in all service components are met or exceed agreed targets, with cost-justifiable IT capacity in fulfilling the operational needs of CX business.
- Direct and drive the Capacity Management processes to the planning of Business Capacity Management (BCM), Component Capacity Management (CCM), Service Capacity Management (SCM) for IT Infrastructure and Application.
- Define the objectives, policies and governance structures of IT Service Continuity Management processes to ensure the alignment of Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) with Business Continuity Management objective and IT Crisis Management Plan (CMP).
- Direct and drive the establishment of BCP/DRP in meeting Recovery Time Objective (RTO) and Recovery Point Objective (RPO) requirements in accordance with the corporate Business Continuity Plan.
- Direct and drive the establishment of IT Crisis Management Plan (CMP), including the formation of IT Crisis Management Team (CMT) structure and RACI.
- Participate in Operations Review Group (ORG) / Relationship Review Board (RRB) meetings; manage service suppliers and the services they supply, to provide seamless quality of the IT service to ensure operational service objective is met; drive and oversee the establishment of continuous improvement initiatives from service suppliers.
- Manage and prepare cost analysis and annual IT operating budget and 3-year budget plan; prepare monthly commitment figures and quarterly forecast to Finance Department on the Business-As-Usual (BAU) operating spending; review the variance of BAU spending against budget, and to provide recommendations on improvement to reduce BAU costs.
- Produce regular management reports that include Service Management, Incident Management, Problem Management and Operation Management information
- Keep abreast of the latest trends in technology, ensure timely exploration and proactively communicate IM’s position towards the introduction of relevant / key emerging technologies.
- Manage, develop and build a skilled, motivated and cohesive team by coaching, motivation, and rewarding system.
Job Requirements :
Decision Making Authority and/or Recommendations Expected:
- Decision relating to Service Operation process objectives, standards, policies and procedures
- Decision relating to actions derived from IT service integration, service level improvement and service issue escalation
- Decision relating to actions derived from IT incident resolution or bypass in service restoration and escalation to senior management of CX and service suppliers when handling high severity incident management
- Decision relating to actions derived from crisis management situation
- Decision relating to the strategy that affects the IT Facility Management of Data Centres
- Decision relating to actions derived from Performance, Availability and Capacity Management
- Decision relating to actions derived from IT Service Continuity Management
- Decision relating to actions derived from improvement initiatives from service suppliers
- Decision relating to the adoption of ITIL standard to CX
- Decision relating to recruitment and development of team
Knowledge, Skills & Qualifications (profile):- 12 years experience in IT, with at least 5 years in similar management role
- Proven experience in service operation management, end to end operational service delivery, vendor management, IT facility management, IT process and methodology
- Tertiary qualifications are essential, preferably IT and/or business at a post-graduate level
- Excellent leadership and interpersonal skills
- Excellent influencing and communication skills
- Excellent people leadership with strong coaching skills
- Experience in developing and negotiating service level agreements
- Proven knowledge and experience in ITIL implementation
- Proven ability in driving change to effect substantial efficiency and effectiveness gains
- Proven ability in effectively manage relationships by facilitating and influencing decision making
Key Relationships:Internal
- GM, CIO
- IM Head, Infrastructure and Operations
- Solutions Manager
- Solutions Lead
- Infrastructure Support Manager
- Infrastructure Support Lead
- Programme Manager
- Project Manager
- Development Manager
- Contract Manager
- Service Centre Manager
- Service Desk Lead
- User Support Lead
- Service Transition Manager
- Change Management Lead
- Release Management Lead
- Configuration Management Lead
- Risk and Security Manager
- Security Management Lead
- Technical Support Manager
- Technical Support Lead
- Service Operation Manager
- Incident Management Lead
- Problem Management Lead
- Management within business units
- Business users
External
- Vendors and external services suppliers
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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