Owns the output of a single work area within IT Services and typically manages a team of IT Support job family roles. Provides a relationship management role with internal/external service providers to the IT organization. Ensures management of all IT components within the scope of the service definition or ASP agreement to ensure business SLAs are met. Helps in the creation of process/procedures to manage IT services, including creating and tracking hardware and software inventory, creating centralized contract main file, determining contractual and financial exposure, and negotiating contracts. Participates in development of new services mission, goals, and objectives. May act as the business agent for the IT organization to negotiate pricing and determine contract terms and conditions. Utilizes in-depth professional knowledge but is guided by functional practices and well defined management precedents. Focuses on implementing and executing strategies within own department/discipline/team.

About the Job

Reporting to the Global Service Delivery Manager, the IT Service Manager, will be responsible for the performance of the Asia Region (China, Hong Kong, Kuala Lumpur, Singapore & Bengaluru) within International Health Technology, including:

• Financial Management of the regional budget and chargebacks
• Supplier contractual compliance
• Business Relationship Management
• Service Level Performance
• Overall customer satisfaction
• Management level monthly & quarterly reporting
• Co-ordination / management of security relationship in region
• Oversee the management of backed off services to sub-contractors and all third-party maintenance requirements.
• Coordinating across the TEO function to drive service improvements within the region
• Act as the key delivery partner for Technology projects in the region and as the voice of the region in Global projects.
• This role will require regular travel across the region.

In addition, you will play a lead role in building robust relationships with key stakeholders identified within Cigna and with key partners.

Key Responsibilities:

• Provide monthly management reports including:
  • Significant Achievements
  • Financial performance (Costs v budget) relating to the region
  • Delivery performance against contracted obligations
  • Performance against agreed business outcomes.
  • Operational Issues & Roadmap updates
• Manage a local service desk team, providing services across the region and working closely with the shared services service desk to align standards and ways of working.
• Liaise closely with service owners to ensure service delivered is in line with agreed service levels
• Manage contract schedule changes to ensure agreed changes are implemented and invoices processed.
• Ownership of the financial forecasting for the region, in line with Cigna financial timetable,
• Liaise with the relationship owner for the China Joint Venture, agreeing costs, services, and terms.
• Host management meetings and provide summary of the Service performance, including recommendations for improvements to levels of service provided.
• Negotiation of Contract renewals with key suppliers.
• Be able to articulate the roles & responsibilities of all parties involved in the delivery of the service and produce measurements where applicable.
• Work closely with the wider delivery teams to ensure they are continually being innovative in the way the service is delivered.
• Ensure that frequent reviews are held & minutes covering Performance, Opportunities, Risks & Actions.
• Understand, develop, manage, and ensure delivery of the operational services compliant with contractual commitments.
• Understand and ensure adherence to corporate policy, processes & procedures.

Key Skills / Experience Required:

• Proven experience in managing accounts from an operational and service delivery perspective.
• Commercially aware with demonstrable previous experience in the management of a budget with value more than £500k p.a.
• Previous experience in customer engagement across multiple geographies and working cultures
• Ability to interface with customers, vendors & third parties to develop relationships, opportunities and manage problems.
• Excellent communication skills – verbal and written.
• Strong commercial and competitor awareness.
• Ability to plan, organize and control all aspects of your work, whilst working under pressure.
• Ability to gain commitment and support of peers.
• Working knowledge of ITIL best practice

Highly desirable:

• Project delivery and oversight experience
• Service take on & transition experience
• Excellent spoken and written English
• Mandarin