Senior Manager, IT Workspace and End User Engineering

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

PURPOSE

• Take lead and manage Endpoint computer and IT workplace related projects.
• Review, assess and study new technology and come up with standard of user endpoint/computers and IT workplace that become a standard across the organization.
• Works with Service Delivery Manager and ServiceDesk Lead to assure the project deliver on time, on scope and on budget.
• Acting as a project lead to work with Service Delivery Manager and ServiceDesk Lead to assure the project deliver on time, on scope and on budget.
• Senior Manager, End User Experience and Workplace Engineering is responsible for leading and managing a team of IT professionals to deliver exceptional workplace IT services across the organization. This role focuses on providing strategic leadership, overseeing complex IT operations, and ensuring that workplace IT solutions align with the company’s long-term objectives.
• In this senior capacity, the role involves driving large-scale IT initiatives, managing cross-functional projects, and ensuring the smooth execution of workplace technology strategies. The Senior Manager is accountable for optimizing IT service delivery, fostering continuous improvement, and maintaining operational excellence across all workplace technologies
• Additionally, this role includes broader management responsibilities such as risk management, governance, compliance, and financial oversight. The Senior IT Workplace Engineer Manager plays a pivotal role in shaping the IT workplace roadmap, collaborating closely with senior executives, business units, and external stakeholders to ensure that IT services are forward-looking, cost-effective, and responsive to the evolving needs of the organization.

KEY ACCOUNTAIBILITIES

• Assess latest technology to identify and develop custom technology solutions that improve employee experiences, productivity and effectiveness.
• Design project plan, coordinate business users on UAT and implement solution.
• Invoke problem escalation process to next level of support.
• Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
• Communicate with Incident Management, Change Management, Problem Management and respective support teams.
• Any other ad-hoc IT tasks as per assigned.

1. Leadership & Strategic Management:

• Lead and inspire the IT workplace engineering team, driving a culture of excellence and continuous improvement
• Set and oversee strategic goals for workplace IT services, ensuring alignment with organizational objectives and long-term business strategies
• Provide senior-level technical guidance and direction, ensuring the implementation of scalable and innovative workplace IT solutions
• Shape the IT workplace roadmap, ensuring the team is equipped to meet future challenges and evolving business needs

2. Operational Oversight:

• Oversee all aspects of IT workplace services, including helpdesk operations, AV/meeting room technology, and desktop/mobile device management
• Ensure seamless daily operations by streamlining workflows, addressing high-priority technical issues, and implementing risk mitigation strategies
• Establish, refine, and enforce IT workplace processes and procedures to boost operational efficiency, maintain high service standards, and enhance user satisfaction

3. Strategic Project Management & Delivery:

• Lead and manage large-scale, cross-functional IT workplace projects such as system upgrades, migrations, and technology rollouts. Ensure projects are delivered on time, within scope, and within budget
• Integrate new workplace technologies with minimal disruption, maximizing efficiency and improving the user experience
• Regularly review and evaluate the success of projects, leading post-implementation assessments to drive continuous improvement in IT project execution

4. Vendor & Contract Management:

• Develop and maintain strategic relationships with external vendors and service providers, ensuring high-quality service delivery and favorable contract terms
• Lead contract negotiations and manage vendor performance to drive cost-effective procurement and service agreements
• Ensure that vendor partnerships align with the company’s technological and operational goals, while maintaining compliance with contractual obligations

5. Risk & Compliance Management:

• Oversee compliance with IT governance frameworks, data security, privacy regulations, and other regulatory requirements
• Serve as the primary point of contact for internal and external audits, collaborating with risk management and internal audit teams to ensure adherence to compliance standards
• Develop and implement security protocols and risk mitigation strategies to safeguard workplace IT infrastructure and ensure business continuity

6. Team Development & Training:

• Foster the professional growth of the IT workplace team by developing comprehensive training and development programs
• Identify skills gaps and design targeted training initiatives, ensuring the team remains at the forefront of industry trends and technological advancements
• Promote a learning culture by encouraging knowledge sharing, collaboration, and certification opportunities for team members

7. Service Monitoring & Continuous Improvement:

• Monitor and analyze IT workplace performance metrics (KPIs, SLAs) to ensure consistent delivery of high-quality services and support
• Lead initiatives to optimize workplace IT processes, focusing on data-driven insights to enhance technology performance and operational efficiency
• Proactively identify and recommend innovative solutions to improve workplace technology and align IT services with user needs and business goals

8. Stakeholder Collaboration & Communication:

• Collaborate closely with senior leadership, department heads, and business units to ensure workplace IT services support broader business strategies and operational requirements
• Act as the primary liaison between IT and other departments, driving cross-functional project execution and ensuring alignment on business-critical initiatives
• Provide regular updates to executive stakeholders, sharing insights on IT workplace performance, strategy, and the progress of key initiatives

9. Compliance & Security:

• Ensure adherence to company-wide IT governance policies, security protocols, and risk management frameworks
• Minimize IT vulnerabilities and ensure data protection through robust compliance measures and security best practices
• Collaborate with cybersecurity teams to ensure workplace technology is secure, compliant, and resilient to emerging threats

10. Budget & Cost Management:

• Manage the IT workplace budget, optimizing spending while ensuring the delivery of high-quality services
• Monitor and control operational expenses, ensuring adherence to budgetary constraints without compromising service levels
• Evaluate and improve the efficiency of vendor management and procurement strategies to ensure cost-effectiveness and alignment with financial goals

QUALIFICATIONS / EXPERIENCE

• At least 8 - 10 years of solid experience in helpdesk/onsite/workplace engineering is a must
• Degree from Information Technology or equivalent discipline.
• Experience with Azure/SCCM/InTune is a plus
• In-depth knowledge of workplace technologies, including networking, cloud platforms (e.g., Microsoft Azure, AWS), and security protocols.
• Experience in Office 365 environments including implementation of Exchange, OneDrive, Teams and SharePoint
• Experience with Desktop deployments and rollouts, upgrading to latest Windows Clients, SCCM & Intune
• Experience with supplemental technologies such as migration tools associated with modern workplace technologies
• Skills and experience with automation tools such as PowerShell and various scripting tools
• Proficient with technical writing and document along with effective presentation skills
• Strong communication skills and technology consulting project-based background
• Proven leadership experience, with a record of accomplishment of managing and motivating technical teams in a high-performance environment

KNOWLEDGE & TECHNICAL SKILLS

• Good understanding of cloud concepts
• Good understanding of networking infrastructure components and enterprise scale implementations
• Good understanding of security such as PKI and certificate
• Experience with various methods of troubleshooting tools such as Wireshark, Fiddler will be a plus
• Work experience in organizations and projects with heavy client interactions
• Ability to quickly learn and develop skills in new technologies
• Thrives and welcomes the dynamic and constantly eveol
• Exceptional leadership and team management skills
• Advanced project management capabilities, with a focus on planning, risk mitigation, and delivery
• Effective communication and collaboration skills, with the ability to interact effectively with senior stakeholders and cross-functional teams
• A strategic mindset with the ability to implement long-term IT workplace strategies
• Excellent vendor and contract management skills, with a focus on optimizing cost and service quality
• Proactive in identifying areas for improvement, driving innovation, and ensuring best practices in IT service delivery