Vice President - APAC Head of APAC IT User Support Job Singapore,IT/Tech

Vice President - APAC Head of APAC IT User Support

Permanent

Company Description

Natixis Corporate & Investment Banking is a leading global financial institution that provides advisory, investment banking, financing, corporate banking and capital markets services to corporations, financial institutions, financial sponsors and sovereign and supranational organizations worldwide.

Our teams of experts in close to 30 countries advise clients on their strategic development, helping them to grow and transform their businesses, and maximize their positive impact. Natixis CIB is committed to aligning its financing portfolio with a carbon neutrality path by 2050 while helping its clients reduce the environmental impact of their business.

As part of Groupe BPCE, the second largest banking group in France through the Banque Populaire and Caisse d’Epargne retail networks, Natixis CIB benefits from the Group’s financial strength and solid financial ratings (Standard & Poor's: A+, Moody's: A1, Fitch Ratings: A+, R&I: A+).

Job Description

The VP - APAC Head of IT User Support is responsible for the oversight, management, and continuous improvement of IT helpdesk services across all Asia-Pacific (APAC) locations. This individual will lead a distributed team of IT Support Engineers, ensuring exceptional technical support delivery, efficient incident and service request management, and proactive management of IT infrastructure. The role demands strong leadership, strategic thinking, excellent communication, and a deep understanding of IT support operations, including Service Now, MDM (Air Watch), SCCM, vulnerability management, and the unique challenges of supporting remote offices and company events within the APAC region

Main Responsibilities:

Leadership & Team Management:Lead and manage the IT Helpdesk team across all APAC locations, ensuring consistent service delivery and high-quality support. Foster a culture of excellence, collaboration, and continuous improvement within a geographically dispersed team.
- Service Delivery Excellence:Oversee the effective utilization of Service Now for incident and service request management, driving adherence to SLAs and process improvements. Ensure the efficient administration and support of mobile device management solutions (e.g., Air Watch) and direct the use of SCCM for software deployment, patch management, and inventory management.
- Operational Efficiency:Coordinate and manage IT readiness for office moves, new employee onboarding, and equipment changes. Provide strategic oversight and support for remote IT operations and infrastructure in regional and satellite offices, and ensure comprehensive IT support for company events within the APAC region.
- Strategic Planning & Execution:Develop and implement operational plans and strategies for the APAC Helpdesk team. Act as the primary escalation point for all critical and complex IT support issues within the APAC region. Establish and monitor key performance indicators (KPIs) to drive data-driven decision-making.
- Client & Stakeholder Engagement:Serve as the primary point of contact for senior stakeholders and business leaders in APAC regarding IT support services. Build and maintain strong relationships with regional IT teams, business unit leaders, and end-users. Communicate effectively across diverse cultures and time zones, and collaborate with global IT teams for strategic alignment.
- Governance, Risk & Compliance:Ensure strict adherence to all organizational IT policies, standards, and procedures. Oversee compliance with regional data privacy regulations and global security best practices, leading the implementation of IT security controls for end-user devices and infrastructure. Manage the reporting and escalation of security incidents and potential risks.
- Continuous Improvement & Innovation:Identify and champion opportunities to automate repetitive tasks and improve IT support efficiency. Stay abreast of emerging technologies and industry trends relevant to IT support and endpoint management for the APAC region. Drive initiatives for improving IT services, tools, and processes.

Qualifications and

Education Requirements:

Bachelor'…