IT - Regional Operations Manager Asia (Virtual Computing Platform) - Hsinchu

Introduction to the job

ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers-the world’s leading chipmakers-to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics.

ASML IT develops and delivers automated and digital services that are absolutely mission critical for ASML’s internal and external activities. These services support information management, infrastructure, automation and optimization of key business processes across ASML. The goal of the IT organization is to continuously improve our business capabilities while at the same time delivering a 24x7 global IT landscape.

For the portfolio Product and Technology, we are looking for Asia Regional Operations Manager who is ready to drive and show measurable results!

Role and responsibilities

Job Mission

This is a key leader role in the support organization of IT, the role is based in Taiwan. She or he functions as a leader of a growing support team in the Asia region (Taiwan, South Korea and China) and accountable from the delivery of the IT activities as agreed with business stakeholders (Customer Support and Development & Engineer department) and IT Service Providers.

The Regional Operations Manager is shaping efficient structures and processes in a high performing organization with business stakeholders, IT and Service Providers to achieve operational excellence. Assuring the availability and performance of the platforms, conform SLA from inception to retirement.

Responsibilities of the operations manager

• Is responsible for leading and for the quality/performance of a growing customer facing support team which is responsible from rolling out of new platforms to the customer sites, deployment of new releases and updates to the platforms, platform health and 1st/2nd line of support for field platforms and relevant training environments.
• Aligning the technology roadmap with the needs on the field
• Release planning and impact on team allocation
• Regional accountability to orchestrate stakeholders
• Participating in go/no-go meetings for Virtual Computing Platform releases, 8Ds, issue meetings, PIPE events, demos and keeping the team up-to date
• Ensure planned activities as currently staffed by external provider including vendor management (capacity management in the region)
• Ensure support is delivered by the team and improved in line with agreed targets and expectations.
• Manage external provider KPI and ensure adherence to ITIL standards
• Ensure alignment in the way of work with the world-wide team including local CS stakeholders
• Align and partner with Veldhoven team; platform installation PLs that operate in Customer Support business sector, with the D&E organization on the handover and with the Service Delivery Manager and Resource Manager on overall planning and coordination.
• Manage dependencies and expectations from multiple parties and integrating to provide a single business-facing service.
• Provide an escalation and arbitration level for platform issues which are in scope, leading escalations with customers
• Drives the IT-business relationship management & understands business priorities and expectations.
• Customer alignment and communication when required
• Provide insight on the overall performance of the team
• Sync with the other regional leads and identify the strategy on improving the way of work/ processes across the regions

Education and experience

• Master level or equivalent combination of education and experience.
• 5+ years of experience in relevant business and/or IT roles (Project Lead)
• Experience as an IT operations manager is a big plus (or equivalent)
• ITIL certification (or equivalent) is a must
• SW Release management process knowledge
• Agile/ SAFe methodology knowledge

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 relationship and stakeholder manager since platforms are involving multiple organizations within ASML (Development & Engineering, Customer Support and IT)
• Taking and driving end2end ownership.
• Can observe and respond to people and situations and interact with others encountered in the course of work.
• Must be able to read and interpret data, information, and documents.
• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
• Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
• Result driven-demonstrate ownership and accountability.
• Identifies bottlenecks and drives improvements.
• Demonstrate open, clear, concise and professional communication.
• Ability to establish and maintain cooperative working relationships with manager, team, co-workers and customer.
• Fluent in English

Other information
Traveling within Asia region is expected approximately 20%

Traveling to the Netherlands is expected occasionally (2-4 times a year, max for a week)

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Diversity and 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.

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