Relationship Manager

1 month ago

Delhi, India bioMérieux Full time

RIMARY PURPOSE AND OVERALL OBJECTIVE OF THE JOB

ASPAC region is very dynamic and fast growing, aiming to become bioMerieux fastest growing region and best place to work through the “Full Potential” program launched in 2021. South Asia cluster is one of most important market in the region.

To support this ambition, the IS team is expanding and looking for experienced hands-on talents who can build up strong interactions with business teams across India and deliver transformation projects for and from the region.

Within this context, we are looking for a South Asia IS Area Relationship Manager (ARM), based in Delhi reporting to ASPAC ARM in Singapore.

MAIN ACCOUNTABILITIES

South Asia IS ARM – Business partnership and daily operation
•Manages Regional Business Accounts relationship in India: makes sure IS Services and Business stakeholders are aligned; Contributes to the alignment of South Asia strategies with global/regional Group strategies. Deep understanding of business processes, monitor the emerging technologies in the varies market and industry.
•Ensuring local needs are taken into account. Builds a strong relationship with site managers, CFOs and other local decision makers and stands for main or even only contact for our sites / subsidiaries for issues related to information systems.
•A member of ASPAC IS team, responsibility for IS communication, user training and manages users’ escalation in IS support and accountable for overall IS site service delivery across India business.
•Build right security measure in subsidiaries including its 3rd party warehouse & logistic partners located in India.
•Ensure IS operational support in South Asia is well delivered by global suppliers (HCL, CTS and …etc), manage escalations and drive better customer experience & satisfaction by working closely with global Service Managers. i.e. analyze tickets trend, identify bottlenecks, initiate actions to improve processes to ensure service quality, user satisfaction, adequate follow-up and triage with various IS teams for issues resolution.
•Intervention to complex issues troubleshooting or VIP support
•Provide technical advice, support, and hands-on managing high profile live events i.e. face2face, hybrid or live broadcast

IS Services/tools adoption and improve end user experience
•Contribute and support the rollout of Infrastructure and Workplace Technologies such as Office365, office print, productivity & collaboration tools, Virtual PC, meeting room solutions… etc.
•Drive change and user adoption of IS services/tools and strive to improve end user experience in ASPAC.
•Focus on end user training, organize online/offline training on IS services/tools, aim to upskill end user intuitive knowledge in modern workplace technologies through all creative approaches.
•Analyze IS annual survey, define service improvement actions based on the top feedback in South Asia.

Global IS focal point to support South Asia
•Quick response to infrastructure and security incident by coordinating resources from regional & global support team and service providers i.e. HCL/CTS... etc.
•Assisting in delivery of Infrastructure and security enhancement projects in South Asia sites by working closely with global/regional IS team.
•Streamlining local processes, SOP by adopting global ones to secure bioMerieux India subsidiaries’ infrastructure and IS solution are compliant with both local regulatory and global standards.

KNOWLEDGE, LANGUAGE AND EXPERIENCE

•Relevant computer science Bachelor‘s degree with at least 5 - 8 years of industry experience or equivalent experience.
•A seasoned professional having wide-ranging experience, and uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
•Strong experience in working and partnering with global IS and suppliers to deliver and improve day to day service to internal customer.
•Strong knowledge in workplace technologies & digital experience, new modern technologies rollout. i.e. Office 365, Power platforms…etc.
•Analytical, data driven approach to support daily decision making process, problem solving or proactive trending analysis.
•Relevant experience on Information Security
•Capability to influence global IS partners (e.g. HCL, CTS), as well as internal IS team to drive continuous improvement in user experience.
•Excellent interpersonal skills and capability to build relationships with customers and users.
•Fluence in English, prior experience collaborating with and influencing multiple stakeholders in a matrix and multicultural environment would be essential.
•Proactive, ability to be the driving force and to move forward. Can-do attitude, willing to learn is absolutely a must.
•Self-disciplined and ability to work independently with remote peers and manager.

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