Specialist, IT Service Management

DKSH is the leading Market Expansion Services provider with a focus on Asia. The Group helps other companies and brands to grow in the Consumer Goods, Healthcare, Performance Materials and Technology sectors. DKSH’s portfolio of services includes sourcing, market insights, marketing and sales, distribution and logistics as well as after-sales services. Publicly listed on the SIX Swiss Exchange, the Group operates in 35 markets with 33,000 specialists, generating net sales of CHF 11.3 billion in 2018. With its strong Swiss heritage and long business tradition since 1865, DKSH is deeply rooted in Asia Pacific.

Drive Growth. Be the Difference. Join DKSH.

DKSH’s strength lies in our great diversity of services, industries, clients, products, regions and employees from various nationalities. We are proud of our people: they are the reason we are successful. Our people are the best in the industry. They are passionate about their career growth and about business success. They work as part of an energetic and committed team, positively impacting millions of lives through the products and services we provide. Join us today if you are ready to “Drive growth. Be the Difference.” With DKSH, you will experience a world of learning and development, own your career and take business responsibility and have a positive impact that touches people’s lives.

Job Responsibilities

  • Manage, execute IT service management strategy and maintain operations to meet the global wide standards and best practices for service management;
  • Form part of major incident management team;
  • Raising service interruption notifications and making sure that correct focus and priority is given to major incident (P1/P2);
  • Manage ITSM and quality assurance, business requirements, ensuring function/role/process meet the specification for deployment and support;
  • Monitor service/operational level agreement available in place to support any issues, new/change services request from users;
  • Develop a communication plan to keep all stakeholders informed on progress of IT services;
  • Work in conjunction with all DKSH IT key stakeholders to identify, implement and drive service improvements to increase customer satisfaction;
  • Acts as customer main point of contact for service issues and escalations;
  • Accountable for business service problem and prioritization of request for specific business function under care;
  • Conduct for periodic execution of Business Continuity Plan to ensure compliance with BCM framework, methodology, policy;
  • Coordinate with IT Infrastructure team to ensure the IT Disaster Recovery facilities (Hardware, Software and Services) are compliance to the BCP requirement Coordinate;
  • Create awareness with Business Users on the periodic BCP execution Review;
  • Responsible on Business Continuity Plan to ensure the effectiveness of the Disaster Recovery procedures;

Job Requirements

DKSH competency

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Md. Aris Md. Isa
Level 8, Menara KEN TTDI No. 37, Jalan Burhanuddin Helmi
60000 Kuala Lumpur
D: +60327784893