VIE - IT Service Delivery Manager(M/F/D)

The VIE - Service Delivery Manager - Regional IT Governance will operate within the Digital Delivery Services (DDS) APAC division of D&IT. This role provides strategic support to the EAP (East Asia Pacific) Cluster Business Partnering team in executing a pivotal transformation initiative: the consolidation of fragmented local IT delivery models into a unified "One Digital & IT" framework.

The incumbent will serve as a primary liaison between Regional and Global Delivery Teams and the local delivery team in charge of: Singapore, Japan, Korea, Australia, Taiwan, Malaysia, Thailand, the Philippines, Vietnam, Indonesia, New Zealand, and Brunei. The core mandate involves conducting a comprehensive audit of the extant local IT service landscape—encompassing both infrastructure and applications—to identify undocumented services absent from the official catalog. Subsequently, the role requires leading projects to standardize these services by leveraging enterprise-grade platforms such as ServiceNow and Google Workspace to enable the establishment of best-practice processes. Once these frameworks are instituted, the focus shifts to driving continuous improvement through rigorous monitoring, thereby ensuring the sustained delivery of efficient, consistent, and high-quality services across the region to meet regional business needs.

Why join us?
If you are passionate about shaping how IT services are delivered and thrive in an environment where your impact is immediate and visible, this is the role for you.

Direct Impact & Influence:
Own the Strategy: You will be the primary driver behind standardizing workflows and managing the official IT Service Catalogue. Your work directly improves efficiency for thousands of regional users.
High Visibility: Act as a Subject Matter Expert (SME) for ITSM and ITIL standards, influencing key operational decisions across APAC.
Build the Future: Move beyond maintenance to focus on continuous improvement, automation, and simplification of our service delivery model.

International Exposure:
Working from our diverse hub in Malaysia, you will interact with stakeholders across the entire Asia-Pacific region, gaining a unique transversal view of a global industrial leader.


Growth & Environment
Career Trajectory: Gain critical expertise at the intersection of process governance and regional operations, creating clear pathways to IT Governance and Leadership roles.
Transversal Collaboration: Work closely with transversal teams, ensuring your skills and knowledge remain at the forefront of enterprise technology standards.

Join us to transform IT service delivery and become an essential part of our growth story in APAC.

How will you CONTRIBUTE and GROW?

1) Audit & Discovery (The Investigator):

Conduct a comprehensive audit of local IT services (Local Infrastructure & Local Apps) delivered across the 12 countries of the EAP cluster.
Interview local IT teams and business stakeholders to identify services currently delivered outside of the existing catalog from DDS APAC.
Map the "As-Is" state of service delivery, highlighting discrepancies between countries (e.g., where a service is provided in Japan but not in Australia).
Leverage Google Gemini to analyze unstructured documentation and summarize audit findings efficiently.

2) Standardization & Governance (The Architect):

Collaborate with our Local Process Manager and Service Integration Manager, ensuring local services are properly recorded in the ServiceNow catalogue. Define clear Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs) for previously unmapped services.
Collaborate with Global Infrastructure Operations (GIO) to identify local redundancies that can be replaced by global standard solutions.

3) Project Management & Transformation (The Driver):

Lead harmonization projects to deploy standardized solutions across the cluster, replacing legacy local tools.
Drive change management and adoption of the new service catalogue among local business users.
Monitor progress using ServiceNow dashboards and report on efficiency gains to regional management.

4) Stakeholder Collaboration & Governance (The Expert):

Act as the subject matter expert (SME) for ITSM best practices within the DDS APAC Business Partnering team.
Provide training and guidance to the Business Partnering on new workflows, catalogue usage, and adherence to defined standards.
Develop and report on Key Performance Indicators (KPIs) and metrics related to the local service catalogue adoption, workflow efficiency, and local service delivery performance.

Are you a MATCH?

Education    

Master's degree in IT Management, Business Information Systems, or Engineering.    
Soft and Hard Skills    

Must have:
- Strong analytical skills with the ability to map complex processes.
- Familiarity with IT Service Management (ITSM) concepts (ITIL knowledge is a plus).
- Project Management mindset: organized, autonomous, and able to drive timelines.
- Proficiency in Google Workspace (Sheets, Slides) and comfortable with AI tools (Gemini/ChatGPT).

Nice to have:
- Experience with ServiceNow or similar ITSM platforms.
- Previous exposure to IT Audit or Process Improvement methodologies (Lean/Six Sigma).
- Experience working in a multicultural/APAC environment.

 
Languages    

English fluency is     Must have

Any Asian language (Japanese, Korean, Mandarin, Bahasa)    Nice to have
French  Nice to have

Additional information
Please send your CV and motivation letter in English! 

Position open only for candidates eligible to the VIE program. Therefore, only the applicants meeting the requirements of the French V.I.E program will be taken into consideration. Please visit this website for more information about these requirements:
https://mon-vie-via.businessfrance.fr/en/what-is-the-vie-french-international-internship-program           

About Air Liquide
 

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.