[Richemont Korea] IT Manager

The successful candidate will join the Korea IS&O team as Tech Manager in charge of Richemont Korea’s 13 masions. This role is to provide overall IT service to South Korea offices, warehouse, customer care and all boutiques.
Mainly, the position is responsible for the management and maintenance of the IT infrastructure, digital technologies, IT transformation, automation, service desk, and overall service delivery of projects. This position also covers the negotiation & coordination of third-party vendors, service level management, operations procedure development and liaise with internal users. 

As a manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

This position is a key leadership role and will require experience in client management including participation governance review meetings, good communication, complex problem management, consultative, building and managing high performance teams.

KEY RESPONSIBILITIES

Team Management

• Set objectives and KPIs for team members and evaluate performance.
• Conduct regular evaluation and performance reviews.
• Work effectively within the team and promote a friendly climate.
• Facilitate sharing of knowledge and best practices within the team
• Generates suggestions and ideas.

Infrastructure Project Management

• Lead Tech team to implement, deploy IT projects approved by Group/Regional/Local management.
• Set up project plan and monitor progress along project execution period.
• Coordinate with projects shareholders to ensure scope of works and roles are well respected.
• Project Planning (creating detailed project road maps, plans, schedules, and work breakdown structures).
• Project governance, crisis, and escalation management to stakeholders

Service Delivery Management

• Ensure customer service is timely and accurate daily and propose, define, deploy, and optimize helpdesk practice and solutions.

• Monitor ITSM (Service Now) Service Dashboard and manage Service KPIs
• Manage Service level agreement (SLA)
• Handle escalated incidents from both ServiceDesk team as well as customer.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Proactively identify incident root cause and manage potential problems.
• Follow up with customers to identify areas of improvement.
• Establish best practices through the entire technical support process.
• Review the incident category and identify innovation area and apply improvement in process

Infrastructure Management and Operations :  

• Ensure IT Infrastructure availability and performance.
• Manage all infrastructure/systems according to Group standards and aligned practices.
• Define and implement backup-up, recovery & emergency procedures and apply them.
• Take ownership of the IT infrastructure setup including offices, retail shops, warehouse, and technical center
• Take ownership of the computer room setup and operation
• Developing plans to ensure digital platforms operate for scalability and stability, providing day-to-day support for infrastructure, platforms, and systems with reliable high uptime and sufficient capacity to support increasing solutions and demands.
• Ensuring systems are well-maintained and up to date with technology, equipped with adequate tools and processes from monitoring to recovery phases.

Align security protection according to Group Security Policy

• Handle security Incident according to defined protocol and workflow, evaluate risk and impact, escalate to upper level.
• Assist in promoting user awareness in security protection.

IT Purchasing, Inventory and Budget Management

• Assist IT Director to manage the IT budget.
• Draft Infrastructure portion of IT budget in the preparation for departmental budget by IT head
• Keep inventory of all IT asset and property
• Define and exercise purchasing plan for all IT services and equipment.
• Ensure IT Infrastructure expenses align with budget and departmental objectives.

New Technology and Innovation Project Management  

• Experience with RPA, AI or Chatbot Project
• Experience with Innovation and automation project with various IT Tools

QUALIFICATIONS

• Education: Bachelor’s degree in computer science or equivalent.
• At least 10 years of IT working experience with at least 3 years of Services/Operations/Project Management experience in IT.
• Experience and good knowledge in service delivery management, LAN, WAN, Email, Unified communications, Tele and Data communications and Networks
• Knowledge of automation and the latest technologies – Microsoft CoPilot, Power Platform, RPA, AI a plus
• Solid knowledge of information technology system management ITSM principles and practices:
• Solid Project Management principles and practice
• Experience in retail/FMCG background a plus
• Experience in Luxury goods and site project and support experience (Boutique/Store/Showroom/DC/CS/TC etc.)
• Candidate should be a good team player in a large international environment.
• Excellent customer service skills.
• Excellent spoken and written communication skills
• Result orientated, excellent communication and organizational skills.
• Logical Thinking and Analytical Mind-set
• Fluent spoken and written English (Must)

DIMENSION

• Ensure smooth operation in all IT Helpdesk platforms (Windows/ iDevices/ Mac/ IT Hardware/ Video Conferencing systems)
• Ensure smooth operation in company all IT systems
• Covers all IT support in office, warehouse, technical center and retail shops
• Experience in working in a large international environment is beneficial