IT - End User Services Manager, Core IT Asia - Linkou

IT

Other technical job categories

In a nutshell

Location

Linkou, Taiwan

Team

IT

Experience

8+ years

Degree

Master

Job Category

Other technical job categories

Travel

10%

Published: 30+ days ago Job ID: J-00229338-030

Introduction to the job

Founded in 1984, ASML is the world's leading provider of lithography systems for
the semiconductor industry, manufacturing complex machines that are critical to
the production of integrated circuits and chips. ASML has its R&D and
manufacturing operations in the United States, China, Taiwan, Korea and in
Veldhoven, the Netherlands employing over 26.000 people.
The IT organization of ASML supports information management, infrastructure and
key business processes across ASML. Part of the IT organization is the Core IT
Services providing all, mission-critical, IT support services. This includes generic IT
infrastructure services like laptops and desktops, telecom services, network and
datacenters within ASML.
IT is striving for operational excellence by implementing extensive improvement
programs to boost quality and reliability, to reduce costs and to minimize risks into
our day-to-day operations. This means that the demand is high, also for our
employees despite that ASML offers an environment with unique possibilities to
learn, to grow and to develop skills and careers in multiple domains.

Role and responsibilities

Lead a team of onsite service engineers to conduct first and second line IT support
ASML user base across Asia. You will be accountable for KPI’s in the area of
customer service and operational excellence. Your area of responsibility includes
the lifecycle management of user pc/laptop, accessories, and telephony devices.

• Execute global End User Services projects in Asia region
• Manage end user services, including end-point devices,
telecommunication, printing, audio and video solutions, ABW (activity?based workplace) environment (monitor arms and docking) and virtual
desktop, mobile phone service
• Tightly working with Asia Infra Manager for back end infrastructure
affecting front end services
• Pro-active communication to regional stakeholders on global project
initiatives, status, and roadmap (travel required)
• Keep abreast with latest technology developments, relevant literature,
means and methods
• Control financial budget and forecasting
• Adopt best practices for IT Service Management processes
• To be a change agent to lead process improvement and Agile
transformation

Education and experience

Bachelor’s degree in business, IT, finance or a related field
Possessing an MBA degree a plus

• At least 7 years’ experience as IT Manager and 10+ years of experience in
other business and IT roles
• Experienced in managing service desk in multi-national corporations
• Knowledge on ITIL and Agile way of working highly desired
• Previous Hands-on experience as service desk technician a plus
• Familiar with endpoint technology, cloud computing and Microsoft
solutions – Microsoft 365, audio/ video solutions
• Experience within a similar industry (semiconductor, aviation, railway or
space) is a plus.
• US or Europe working experience is strong plus

Skills

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following skills:

• Excellent English language proficiency is a MUST
• Good communication and presentation skills
• Good team player with strong leadership skills
• Ability to balance between long term vision and act now
• Acts decisively and leads projects to results. Is pro-active and takes
initiative also beyond own area of expertise;
• Takes responsibility and demonstrates ownership. Understands and
consistently questions the status quo and analyzes existing processes for
improvement based on knowledge and experience;
• Thinks broadly and is able to see the big picture. Thinks beyond own
organization in order to leverage new insights; takes on a holistic
perspective on issues and considers user community in doing so;
• Ability to formulate clear expectations and delegate tasks in a systematic
way according to individual capacity and capabilities and potential;
• Ability to evaluate team behavior at all levels. Selects the right team
members and develops, engages and coaches in a goal-oriented way to
fulfill individuals’ needs and achieve team goals;
• Communicates clearly, concisely and directly to peers, users as well as
managers. Listens actively, shows empathy in dealing with others and
strives to achieve a shared understanding of own and others' tasks, issues
and goals. Strong stakeholder focus and excellent communication and
presentation skills;
• Verbal and non-verbal communication transmitting a sense of urgency, to
be on top and in control;
• Ability to apply process thinking, process design and process improvement
methodologies to generate significant, measurable benefits;
• Open minded, creative when handling problems independently,
commitment and flexibility. Practical and being able to think outside of the
box.
• Manages criticism, shows convincing behavior and strong change
management;
• Good customer focus and customer facing skills
• Project management training/experience/certification
• Out-going personality with people networking skills, ability to influence
without power

Diversity & Inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Other information

This is a permanent position in the IT Asia regional organization. The End User
Services Manager is working within the IT Asia region reporting to the IT Asia
Company Secret
regional manager and will work closely with Country IT Managers within Asia and
the other IT End User Services counterparts in Netherlands and United State.

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