Key Qualifications & Skills (What knowledge will ensure success in the role)
Qualifications
- University degree or post-secondary education (engineering or computer science) MBA is an asset, 10+ years of experience.
- 7+ years experience in leadership role management enterprise business applications and solutions.
- Extensive experience with ERP, CRM, Data and other business-critical applications. (Liner solutions a plus)
- Vendor/supplier management experience.
- Must be able to interact effectively across multiple levels of the organization.
- In-depth knowledge of ITSM frameworks, particularly ITIL, and experience applying best practices in a real-world environment.
- Strong problem-solving abilities, with a data-driven and analytical approach to process improvement.
- Excellent communication and interpersonal skills, facilitating collaboration between technical and non-technical stakeholders.
- Demonstrated experience in managing or supporting ITSM toolsets (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Project management capabilities, with the ability to lead initiatives from conception to completion.
- Commitment to customer service excellence and continual self-improvement.
- Highly skilled problem-solving ability.
Technical Skills
In-depth knowledge of enterprise application platforms, cloud computing and immersion technologies. Ability to use strategic planning to translate business goals into technology solutions.
- Deep understanding of ERP, CRM, HRIS, and other business-critical platforms.
- Ability to evaluate, implement, and optimize enterprise applications.
Data Analysis & Business Intelligence
- Proficiency in tools like Power BI, Tableau, or Qlik.
- Ability to interpret data to drive decisions and measure business impact.
DevOps & Automation
- Familiarity with CI/CD pipelines, infrastructure as code, and automation tools.
- Helps streamline development and deployment processes.
Cybersecurity & Risk Management
- Understanding of security frameworks and compliance requirements.
- Ability to assess and mitigate risks across applications and services.
Cloud & Integration Technologies
- Experience with cloud platforms (Azure, AWS, GCP).
- Knowledge of APIs, microservices, and integration middleware.
Technical Guidance & Architecture
- Ability to set technical standards and guide solution architecture.
- Lead by example in code reviews, design decisions, and best practices
ITSM Tools Expertise (ServiceNow, BMC Remedy, Cherwell, Ivanti, Freshservice, or Jira Service Management, Managed Engine)
ITIL Framework Knowledge
- Deep understanding of ITIL v4 (or v3) practices:
- Incident, Problem, Change, Release, and Configuration Management.
- Service Catalog, Service Level Management, and Continual Improvement.
- ITIL certification is often required or preferred.
CMDB (Configuration Management Database)
- Understanding of CMDB structure, data modeling, and relationship mapping.
- Experience with discovery tools and maintaining data integrity.
- API, Integrations & Automation knowledge.
- Automating workflows, ticket routing, and integrations.
- REST/SOAP APIs for integrating ITSM tools with other enterprise systems. (e.g., HR, Finance, DevOps tools)
Security, Audit & Compliance Awareness
- Knowledge of ISO 20000, ISO 27001, GDPR, or other relevant standards.
- Understanding of access controls, audit trails, and compliance reporting.
Professional Skills
Communication Skills
- Clear, concise communication with technical and non-technical audiences to foster alignment and reduce friction.
- Ability to translate technical issues into business language.
- Writing service documentation, reports, and incident summaries.
Leadership & People Management
- Team Building & Collaboration: Creating inclusive, high-performing teams that work cohesively across functions.
- Delegation & Coaching: Empowering team members through trust, mentorship, and accountability.
- Empathy & Emotional Intelligence: Understanding team dynamics, motivations, and challenges to foster a supportive culture.
Execution & Decision-Making
- Decisiveness: Making timely, evidence-based decisions that align with strategic priorities.
- Problem Solving & Analytical Thinking: Tackling complex challenges with structured approaches and data-driven insights.
- Adaptability: Navigating change and uncertainty with resilience and flexibility.
Stakeholder Management
- Engaging with internal and external stakeholders.
- Managing expectations and ensuring alignment with SLAs.
- Escalation handling and conflict resolution.
- Persuasive skills to advocate for new tools, platforms, or processes.
Ethics & Governance
- Integrity & Ethical Conduct: Building trust through transparency, fairness, and responsible data handling.
- Compliance Awareness: Ensuring adherence to regulatory standards and internal governance policies.
Continuous Learning & Innovation
- Curiosity & Creativity: Encouraging innovation and exploring new technologies or methodologies.
- Community Development: Fostering open-source collaboration and knowledge sharing.
Problem-Solving & Analytical Thinking
- Root cause analysis (RCA) and trend identification.
- Decision-making under pressure. (especially during major incidents)
- Continuous improvement mindset.
Customer Service Orientation
- Empathy and active listening.
- Managing user satisfaction and feedback loops.
- Service excellence and user experience (UX) focus.
Process Orientation
- Strong understanding of ITIL processes and how they interrelate.
- Ability to design, document, and optimize service processes.
- Governance and compliance awareness.
Collaboration & Teamwork
- Working across cross-functional teams. (e.g., DevOps, Security, Infrastructure)
- Facilitating meetings like CABs (Change Advisory Boards) or post-incident reviews.
- Supporting a culture of shared responsibility.
Leadership & Influence (for senior roles)
- Driving service improvement initiatives.
- Mentoring junior team members.
- Influencing without authority across departments.
Adaptability & Resilience
- Handling high-pressure situations like major incidents or outages.
- Adapting to evolving technologies and business needs.
- Managing change effectively.
Documentation & Reporting
- Creating SOPs, knowledge base articles, and service reports.
- SLA/KPI reporting and service reviews.
- Audit readiness and compliance documentation.
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Swire Shipping is committed to ensuring equal equitable access and participation for persons who experience disability. SSL is committed to treating persons with disability in a way that allows them to maintain their dignity and independence. Reasonable adjustments can be made upon request based on understanding of those accommodations.
Across Swire Shipping, we seek to create a supportive and inclusive environment that embraces individuality and recognise the benefits that these differences make. We do this by ensuring that all individuals are treated with respect and understanding and actively promote Equal Employment Opportunity (EEO) and do not tolerate discrimination, harassment, bullying, retaliation or intimidation of any kind. We are committed to driving the strategy, policies and accountability to build and sustain a diverse global workforce, through equitable processes and systems where everyone can contribute their very best.
