IT Customer Care Manager

Imerys; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Imerys is seeking an IT Customer Care Manager to lead the APAC Proximity support team, based in Kuala Lumpur or Shanghai. The role focuses on delivering Level 2 IT support, improving incident response, and ensuring service levels across APAC and EMEA.

You will coach teams, manage resources, and drive knowledge base development while coordinating with global IT groups to maintain a high standard of user support and operational stability.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or related field.
• 5 years in IT support and service management, with at least 2 years leading proximity service teams delivering level 2 services.
• Fluent in IT Service Management framework.
• Experience in ServiceNow.
• Experience in managing teams.

Responsibilities

• Lead and manage the APAC Proximity support team and ensure delivery of level 2 IT support.
• Direct, organize, schedule and monitor activities; identify skill gaps and provide training.
• Coordinate with EMEA proximity services and ensure KPIs and SLAs.
• Develop knowledge base and training materials for end users.
• Improve processes and coordinate with IT teams for timely issue resolution.

Skills

IT leadership

Proximity support

Team management

KPIs

Service management

Problem solving

Education

Bachelor or Master in CS/Engineering

Tools

ServiceNow

Job description

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4 billion in revenue and 12,300 employees in 40 countries in 2025. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts. Imerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.

The Position

IT Customer Care Manager

Job Summary

This open position is available in either Kuala Lumpur, Malaysia, or Shanghai, China.

Responsibilities

• Manage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC
• Ensure consistency and harmonization of APAClevel 2 proximity support services.
• Manage EMEA on-site support KPIs and service levels to meet established SLAs.
• Contributes to a knowledge base and training materials for end users.
• Collaborates on transversal support topics for shift left opportunities
• Ensure level 2 proximity IT support services are implemented and running efficiently.
• Provide consistent, personalized, reliable, and friendly support services for proximity support needs.
• Contribute to support team policies, procedures.
• Enrichment of IT support Knowledge base and training.

Resource Management

• Lead and manage customer care APAC Proximity support team
• Direct, organize, schedule and monitor the teams’ activities.
• Identify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as needed.
• Review training and development options and select appropriate methodology taking into account the individual, program and business requirements.
• Coach and / or mentor individuals and teams to address development needs.

Proximity Support Services In EMEA

• Ensure end user training and employee orientation activities are executed
• Manage hardware troubleshooting
• Manage facility/event technology support
• Ensure physical asset security is implemented
• Manage and organize application rollout support activities
• Organize VIP support
• Ensure end-user device provisioning & inventory mgt activities are performed
• Manage mobile device management support
• Organize and deliver shared printer support

Support Delivery And Reporting

• Review and manage proximity support KPIs to evaluate the effectiveness and efficiency of the EMEA proximity support team.
• Function as the primary escalation for Proximity support needs.
• Implement process improvements identified by customer care process and other support teams.
• Coordinate with the IT teams to resolve issues and concerns for end-users in a timely and effective manner.

Quality, Reporting

• Manager root cause analysis and work with support and other teams to identify potential solutions.
• Ensure support processes are implemented and procedures followed.
• Participate in IT problem management reviews.
• Participate in Major Incident post mortem reviews to help ensure successful handoff from Incident Management to Problem Management.

Communications

• Collaborate with the infrastructure and application teams to ensure any on-premise IT solution rollout activity coordinated and managed.
• Coordinate with other IT support teams to offer a consistent IT support experience.
• Facilitate the discussion between Problem owners and the IT teams in order to apply lessons learned through root cause analysis exercise.

Qualifications & Experience

• Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields
• 5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.
• Fluent in IT Service Management framework
• Experience in Servicenow
• Experience in management of teams

Desirable

• Experience managing proximity support teams and/or service providers..
• Experience of working within a culturally diverse global company
• Conversant in Chinese is a must

Soft Skills And Abilities

• Strong leadership with the ability to draw and embody a strategic vision
• Flexes own style to adapt to different situations & meets the needs of others regardless of their differences.
• Regularly provides feedback & encourages a feedback culture.
• Communicates a compelling vision & inspires teams to personally connect with achieving it.
• Demonstrates the courage & desire to tackle difficult conversations or decisions in the right way.
• Flexible working hours to accommodate diverse geographic locations
• Ability to proactively communicate detailed information to management and project team
• Ability to drive the changes.
• Clearly articulates own viewpoint & listens to & considers others’ views.
• Challenges the right things, at the right time, with the right intent.
• Strong organizational, resource management and planning skills
• High analytical skills and the ability to analyse environments for continuous improvement and stability
• Adapts to changing business priorities whilst maintaining focus on personal and team results.
• Demonstrates a longer term outlook and uses it to build plans for the future.
• Commits to plans and sees them through to delivery.
• Continuous improvement mindset.
• Gathers external insight from other organizations & customers to innovate & drive business performance.
• Looks to find ways to do things better, quicker or more efficiently taking in account various views & perspectives from different stakeholders.
• Commits to leads & supports organizational change & is not afraid to take calculated risk.

Position Type

Full time and Permanent

Only technical issues will be monitored through the below inbox: recruiting.support@ imerys.com.

EEO Statement

IMERYS is an Affimative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.