Sr. IT Service Delivery Manager in Singapore at PayPal

Date Posted: 9/19/2018

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 244 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Sr Manager, will be responsible for working closely with a team of employees and contractors across our APAC offices to ensure we are delivering the IT services delivered to PayPal offices in the APACregion.

  • Service Management - Manage the IT Service Delivery function
  • Align service delivery model to business needs and drive necessary change programs
  • Advocate for the APAC businesses
  • Monitor and measure IT Service Delivery performance to identify weaknesses and opportunities
  • Ensure that appropriate processes and policies are being followed by both the help desk and the local team
  • Customise local support within policy guidelines
  • Provide education and training to the business on processes, policies and procedures around IT service delivery
  • Act as the escalation point for regional IT issues; escalate appropriate issues to both the IT and business management teams
  • Review and develop key performance indicators and implement service improvement plans
  • Team Management - Manage the local IT resources
  • Manage team of managers and ensure alignment of goals to business objectives
  • Manage service relationship
  • Business Engagement - Aligning IT with business needs and objectives
  • Proactively gather local IT requirements across all business units and ensure they are communicated and managed with global IT
  • Be solutions oriented and identify realistic local or global IT levers that could satisfy requirements.
  • Build relationships with local and global stakeholder to ensure they are informed, abreast and bought-into the activities of the local IT team
  • Reporting on IT service delivery performance
  • Vendor Management - Ensuring delivery of managed services by vendors in alignment with business expectations
  • Establish and drive service levels with relevant vendors
  • Ensure appropriate reporting is in place to track performance and support business objectives
  • Financial Management - Management of local IT costs and budgets
  • Prepare and manage annual OPEX and CAPEX budgets for APAC  IT Services
  • Deliver monthly scorecard reviews to Finance teams
  • Ensure prompt and timely payment of all vendor services
  • Ensure vendor billing accuracy
  • Technical problem solving and call management
  • The go-to-person for both the technicians and local business as the IT subject matter expert
  • Participate in incident and problem management
  • Oversee the management of tickets and queues within the Helpdesk system
  • Resolve all escalated technical problems
  • Employee Engagement
  • Build organizational capabilities and team spirit across Office of the CIO team members in APAC

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.