IT Customer Care Manager

IMERYS TALC AUSTRIA; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Imerys is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team across APAC and ensure consistent level 2 service delivery. The role includes managing KPIs, training, and knowledge base enrichment, with potential to support EMEA initiatives.

The position can be based in Kuala Lumpur, Malaysia, or Shanghai, China, offering exposure to a global, cross-cultural IT support environment and opportunities to contribute to continuous improvement.

Qualifications

• Bachelor’s or Master’s degree in Computer Engineering, Computer Science, IT, or related fields.
• Minimum 5 years in IT support and service management with 2+ years leading proximity service teams.
• Strong knowledge of IT service management frameworks and best practices.
• Experience with ServiceNow is highly desirable.

Responsibilities

• Lead and manage APAC proximity support team and ensure efficient delivery of level 2 services.
• Maintain consistent, personalized IT support across APAC and EMEA regions.
• Contribute to knowledge base, training, and process improvements.
• Coordinate with IT teams to resolve end-user issues in a timely manner.

Skills

IT Service Management

ServiceNow

Team leadership

Proximity IT support

Stakeholder management

Education

Bachelor’s or Master’s degree in CS/IT

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, technolog ical 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.

The purpose of the IT Customer Care Manager - APAC is to:

• 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

Responsibilities

Strategy

• 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

Essential

• 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
• Conver s-> Chinese is a must

Soft skills and abilities

• Leads self & Leads others
• 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.
• Flexi