Lead - IT, APAC

Job Description

SummaryBased out of our office in New Deli, India, this role is responsible for coordinating end to end technical service delivery and support for the APAC (Asia Pacific) region and our offices in India, China, and Japan. Provides regional specific leadership for IT (Information Technology) services to both Operational and Programmatic technology needs. Serves as an advocate and point person to operations and program teams on all IT services and projects and provides relevant input on business processes, policies, and infrastructure in support of the office, program and foundation strategy and goals. This role leads and coordinates the work of a small team of VWF technicians in providing support for regional employees, IT infrastructure, AV (Audio Visual) systems and other technology. This senior role includes research, analysis, and engineering of solutions through to implementation to resolve problems and meet the needs of staff in coordination with other IT and operations support teams and external partners. This role will partner closely with local Regional Operations Managers and the Lead IT, EMEA on strategy and execution of this role.Core Responsibilities

• Leads vendor workforce in comprehensive IT technical support for regional employees, devices, software, infrastructure, and IT systems.
• Collaborate across multiple teams to resolve complex problems and research, design and implement solutions in response to customer needs.
• Provide project leadership as required for a wide range of IT and other operational projects which may include capital equipment and infrastructure upgrades, early piloting of technology, and enterprise roll out of IT products and services.
• Produce regional specific requirements that guide the development and implementation of business solutions across multiple projects. Provide direction to technical teams during project delivery. May validate and approve the deliverables of the technical team.
• Act as a local escalation point, provide communication and coordination with customers, IT stakeholders and other internal or external partners. Deeply understand the customer s business capabilities and business strategies. Incorporate customer feedback into the service offering to support business strategies.
• Acts as local point of contact on IT related initiatives. Helps drive requirements, set priorities, and advocate on behalf of local staff related to IT needs and IT change adoption. Partners with foundation IT to understand and leverage, where appropriate, best practices and approaches.
• Frequently monitor the regional capability landscape to identify opportunities for greater long-term business value. Frequently monitor the industry solution landscape to track the development of available solutions, and identify opportunities for adapting the regional service offerings. Provide ongoing feedback to IT product and service teams to ensure offerings remain relevant and useful to regional context.

Leadership and CultureWe believe that energized people, working well together, fueled by great leadership in an inclusive environment in which they thrive, will do phenomenal things.Core Knowledge and Skills

• General knowledge of: Microsoft M365 technologies, Cloud and SaaS based technology, Information Security, and End-User Productivity and Mobile technology.
• Excellent prioritization, troubleshooting and problem-solving skills and the ability to deal effectively with customers, peers, and management up to and including C-level leadership.
• Understanding of service management principles (ITIL)
• Executive presence and presentation skills to provide confidence and clear communication under stressful and/or sensitive conditions.
• Experience of developing, monitoring, and reporting on budgets, and of sound financial management.
• Knowledge and experience of project management and change management.
• Excellent leadership, interpersonal, analytical, quantitative, and written and oral communication skills.
• Innovative mindset
• Demonstrated ability to work with flexibility, efficiency, and diplomacy both individually and as part of a team effort
• Ability to exhibit a high level of customer service while multitasking and working on multiple projects
• Excellent oral and written communication skills in an environment requiring diplomacy and judgment in managing interactions with individuals at all levels both inside and outside of the foundation
• Demonstrated effectiveness meeting deadlines in a role requiring continual attention to detail
• Experience establishing organizational systems to improve efficiency and functioning in a changing environment
• This role is responsible for high-quality interactions and clear and consistent communications with operations partners
• Able to handle confidential and sensitive information with the upmost discretion, and to sensitively manage difficult conversations and situations.

Education and Experience

• Bachelor s degree, with a degree in computer science desired
• A minimum of 5 years of IT service or solution design experience with:

• IT service or product delivery experience
• Application architecture design leveraging the relevant technology stack
• Software development/implementation on the relevant technology stack

#LI-MB1As part of our standard hiring process for new employees, employment with the Bill & Melinda Gates Foundation will be contingent upon successful completion of a background check.The Bill & Melinda Gates Foundation is dedicated to the belief that all lives have equal value. We re committed to creating a workplace where employees thrive both personally and professionally. We also believe our employees should reflect the rich diversity of the global populations we aim to serve in race, gender, age, cultures and beliefs and we support this diversity through all of our employment practices.All applicants and employees who are drawn to serve the mission of the Bill & Melinda Gates Foundation will enjoy equality of opportunity and fair treatment without regard to:* Race* Color* Age* Religion* Pregnancy* Sex* Sexual Orientation* Disability* Gender Identity* Gender Expression* National Origin* Genetic Information* Veteran Status* Marital Status* Prior Protected Activity,

Keyskills :
capital equipmentcustomer serviceproject managementtechnical service deliveryit servicestechnical supportcomputer sciencesolution designit infrastructureservice deliveryproblem solvingstatements of work sow