This role is to support the Regional Lead in developing strategic partnership with business to understand their objectives and design a strategy that supports their business goals. Furthermore, the role requires an ability to build relationships and strengthens partnerships, focusing on exceptional client (end user) experience and overall business satisfaction. It will also provide overall oversight and management for the Client Services function and teams within a given region. The role is customer service-oriented, focused on being proactive in anticipating and resolving technology issues and requirements staff may experience within an Arup office and/or using the technology services provided by Digital technology, while maximizing efficient use of computing resources.

Responsibilities:

• Work with Live Services team in the definition and deployment of the necessary ITIL / Service Management policies and procedures (Change Mgmt., Problem Mgmt., Config Mgmt., Knowledge Mgmt., Request Fulfillment, etc.) necessary to achieve the level of support outlined in service level agreements in place
• Demonstrate an ongoing commitment to professional growth in regional programs and project management establishing governance processes to ensure that the objectives are achieved
• Control budget, review equipment and procurement, define operating procedure and standards
• Assist in Arup office and Project office technology needs – installs, moves, changes, etc. that involve staff requirements and infrastructure needs in conjunction with other DT service teams
• Foster the potential and development of the team to enrich their experience in DT and help on their career plans, and provide clear coaching, guidance, feedback and assistance if needed
• Assist in all communication and training needs for technology solutions being introduced into an office by DT

Qualifications & Experience required:

• Degree in Computer Science, Information Systems, or related fields
• At least 10 years of experience working in a regional / global organization providing desktop support services in a Microsoft environment in which at least 3 years as managerial role
• Familiarity to technical software solutions from Autodesk, Bentley, Trimble, etc. are a plus
• Familiarity to software solutions from Adobe, Bluebeam, Cisco, Symantec, etc. are a plus
• Familiarity with IOS and Android mobile devices and Mobile Device Management tools
• Strong analytical and conceptual thinking skills whilst with strong decision-making sense
• Strong interpersonal skills that able to lead and influence all levels of stakeholders and constituents including external constituents such as auditors or regulatory bodies
• Self-started to take initiative to develop holistic solutions whilst acting as a strong team leader
• Excellent written and verbal communication skills