T-Systems Requires Team Lead for Selangor

Incorporated as T-Systems Sdn. Bhd and having achieved the Multimedia Status Company (MSC) status, we are unequivocally committed to develop Malaysia as the operations hub for the Asia-Pacific region to provide an extensive range of ICT services to our customers. As a Deutsche Telekom's enterprise customer unit, T-Systems has more than 160,000 corporations and public institutions that use our network-centric information and communications technology (ICT) services ranging from data center operations and global Internet Protocol services to the development and management of applications.

With locations in over 20 countries, T-Systems is a preferred supplier for Corporate Europe's global business activities. The company, based in Frankfurt/Main Germany, serves all industries and is a leading provider for the automotive and telecommunications industries as well as the public sector. With approximately 56,500 employees, T Systems posted revenues of 12 billion euro in 2007. In Asia Pacific, T-Systems offers our customers business flexibility through the major business hubs in China, Japan, Malaysia and Singapore.

Are you attracted by the dynamic challenge of an innovative industry? Are you looking for responsibility in a company whose operations stretch across and beyond borders? Would you like to help shape the future? Then start with T-Systems, Deutsche Telekom's business customer brand. Be part of the team that is making Deutsche Telekom one of the world's fastest growing integrated ICT company.

Position: Team Lead - Business Operations and Business Performance
Work Location: Selangor

Role Purpose:
The Manager of Business Operations and Performance GCU Shell/Philips is accountable for implementing the customer specific delivery processes within the GCU following the TSI standards. He/she has to ensure that the process quality and performance meets the quality targets of TSMY, by working closely with GBOP TSMY and the services organisation (eg BPSI). Accountabilities will also include the implementation of Production strategies, inline with operational requirements, and also to govern operational policies on behalf of the group.

The second responsibility is in the area of Business Performance (TPA/Vendors management, budget planning and forecasting, cost allocations etc), including the management of CAPEX, OPEX, Billing Management and other areas in order to ensure that all financial targets are met, and that financial governance inline with TSMY financial strategy is maintained.

Additionally the build-up and continuous improvements of an integrated quality management system including security, audit- and certification management within the GCU is his/her third accountability. The Manager of Business Operations and Performance GCU Shell/Philips will lead a team of experienced process, quality and financial experts.

Key Accountabilities:

Build-up and leading a Process and quality management team
Establishing a competence centre for process training and documentation:
- Creation and updating of process documentation incl. customer specific contents
- Conduction of process trainings for GCU Staff
- Preparation and conduction of process knowledge tests and exams
- Working closely with TSMY GBOP on customizing trainings to meet customer specific requirements
Establishing a competence centre for process quality and performance:
- Implementation of process ownerships for customer specific processes (in alignment with the standard TS processes)
- Responsible for the implementation of the TSI standard processes within the GCU
- Responsible for process maturity and performance for the GCU
- Steering of process quality and conformity (KPI reporting, analysis, initiation and support of process improvement activities and projects)
Support and requirement management for TSI standard Production tools:
- Responsibility for customer specific tool documentation and training material
- Conduction of customer specific tool handling trainings
- Assist TSMY GBOP Rollout of new TSI standard Production tools
Implementing an overarching quality management team for the GCU:
- Buildup and operation of management dashboard
- Integrated quality management system, quality review process
- Quality audit, ISO compliance (assist TSMY GBOP)
- Continuous improvement process
Security and Compliance:
- Managing all Shell and Philips relevant internal and external audits and certifications plus the belonging follow up actions and re-mediations.
- Implementing and integrating TSI standard security guidelines into the customer specific security and compliance standards.
- Managing step-outs
- Working closely with Classic OS Support and DBMW & Application support teams.
- Compliance reporting
Business Performance
knowledge in following areas:
- budget planning / forecasting
- internal cost allocation (FTE & SDE charging)
- business capacity management
- vendor / TPA Lifecycle management
- cost center management
People Management (total of 30 team members) in:
- Motivate and coach the team to peak level of performance
- Promote Diversity, inclusiveness, HSSE in the team, so that proper work environment and differences are valued.
- Coaching, performance review assessment, appraisal, direction, missions and goals for the team members.
- Deliver team performance against budget (financial) of the team by controlling expenses and other financial activities.
- Promote reward and recognition to the team members

Key Challenges:

Standardizing and integrating of complex processes in a heterogenous environment with many customer specifics and different Service Lines
Supporting TSMY as PoP with more than 800 people in achieving quality and efficiency targets
Managing a team with many senior and experienced experts
Responsible for TSMY process and quality performance, resp. compliance
Responsible for rollout of global initiatives, processes and tools in TSMY
Planning, conducting process and tool trainings for more than 800 people
Standardizing and integrating complex processes in the T-Systems global organization. Ensuring that processes are followed and managed.
Responsible for TSMY conformity regarding quality, security norms and audit requirements

QUALIFICATIONS (SKILLS, KNOWLEDGE, BEHAVIOR)

Academic:
University degree in a technical or business oriented area of expertise

Experience:

Minimum of 5 years experience with quality and process management
Excellent set of analytical and planning skills
Excellent Financial Management skills
Excellent knowledge of quality management standards (ISO, ..)
Excellent knowledge in audit, assessment and review methods, techniques and tools.
Excellent knowledge in security management
Excellent knowledge of the T-Systems Process Model
Excellent knowledge of the ITIL V3 Framework and processes interaction therein, practical experience in applying ITIL in IT operation
IT Technical background knowledge is an added advantage.
Excellent knowledge of English language

Additional Skill:

Self motivated individual with good interpersonal and communication skills including negotiation and delegation.
Committed to work in teams and sharing their knowledge for the benefit of the team and service.
Experience in developing, documenting and managing the operational and support processes.
Excellent customer service skills including understanding their businesses, impact and risk analysis.
Leadership skills and ability for presentation, feedback and people management
Initiate and motivate team for team-performance and improvement.