Senior Manager of IT Automation (ServiceNow)

About the Company:

Tencent is a leading global technology company focused on connecting people and developing innovative products and services that improve the quality of life of people around the world. Founded in 1998 and publicly traded on the Hong Kong Stock Exchange since 2004, Tencent offers a variety of products and services, including leading communication and social platforms (Weixin/WeChat), high-quality entertainment (from video games, music, TV and film, sport and literature), FinTech (WeChat Pay and QQ Wallet) and industry-leading cloud products and services.

Headquartered in Shenzhen, we have offices around the world, including in Amsterdam, London, Berlin, Los Angeles, Palo Alto, Seattle, New York, Tokyo, Singapore, Bangkok, and Seoul. We have been recognized by Forbes as one of the World’s Best Employers (2021), a Top 100 Digital Company (2019) and one of the World’s Most Innovative Companies (2018). Tencent is committed to recruiting, mentoring, and developing a diverse workforce that is broadly representative of the communities it serves.

Position Overview:

Tencent Overseas IT has the mission to empower Tencent’s rapid global growth with future ready, global IT platforms, applications and services. We are chartered to lead the Overseas IT strategy, architecture, roadmap and execution. Satisfying our internal/external customers and becoming a world class global IT team are our top aspirations.

We are currently seeking a passionate senior manager of IT leading IT Automation team, responsible for our Overseas Employee Center & associated ServiceNow enterprise platform, workflow automation, productivity platforms (Slack, Jira, Confluence) and other IT infrastructure delivery and automation. IT is at the frontier and provide one of the most important experience for our global employees every day.

Working closely with global Overseas IT operations teams in AMER, Europe and APAC, as well as HR, finance, facilities business teams, this role will play a critical leadership role to design, build and operate a simple, sleek, cohesive digital employee experience, including the necessary applications, tools, gadgets and processes. We believe this is a critical component to enable Tencent’s employee self services and rapid business growth in Overseas market.

Primary Responsibilities:

• Establish/lead practical, best in industry, global IT automation strategy, to enable high user productivity and high IT delivery/support efficiency.
• Lead the IT automation COE (center of excellence) and rapid solution delivery, empowering IT Ops.
• Lead the OEC (Overseas Employee Center) delivery, as the one stop shop for overseas users, with advanced workflow mgmt. and employee self services.
• Lead ServiceNow platform & services delivery for IT, HR, legal, facilities etc.
• Lead the productivity platforms including Slack, Jira, Confluence and related integrations, such as Slack ServiceNow integration & automation.
• Lead automation such as AI chatbots, slackbots etc. to improve overseas users productivity.
• Establish one of the best, globally managed EE IT platform, services, and collaborative productivity tools, for example but not limited, instant messaging, collaboration, workspace, knowledge management, issue resolution, ticketing etc.
• Establish user centric design principle, deeply understand Tencent employee and ecosystem’s needs more than they know themselves, design and offer an outstanding digital experience.
• Collaborate with various business and IT teams in Americas, Europe and Asia, as well HQ teams in China, align the needs and solutions, influence/drive the necessary changes to achieve timely results.
• Proactively balance global and local needs to ensure manageability and local user satisfaction.
• Define and deliver analytics/metrics to drive and measure the adoption and customer satisfaction.
• Develop a continuous improvement program focused on business value, process optimization, cost avoidance, cost reductions and IT “Speed to Market.”

Who we are looking for:

• Self-motivated, articulate, passionate to deliver the best result and achieve the highest customer satisfaction. Quick learner.
• Love satisfying customers with a state of art cloud solutions, realizing ideas, building services, and unlocking the potential of new technology!
• Collaborative, independent, insistent, flexible, and open minded. And you see no conflict in any of these things.
• Knowledgeable, resourceful and show initiative. You always keep the customer’s objectives in mind.
• Positive by nature, a great team player, and both dependable and autonomous.
• Customer oriented and could work at a very fast pace.

Qualifications:

• Strong experience in ServiceNow implementation is required.
• Bachelors degree. MS/MBA preferred.
• 10+ years of working experience leading IT teams in the areas of IT automation, IT delivery, IT Operations, in leading fast pace Internet or high tech companies.
• Demonstrable results in delivering modern, integrated, innovative digital IT automation experience and cloud-based SaaS applications.
• 5+ years of experience managing global IT teams and delivering towards global+local business/IT needs.
• Good knowledge of IT compliance and global regulations in data security, cyber security, and privacy.

The base pay range for this position in California is $115,800 to $212,300 per year.

Actual pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign on payment, relocation package, and restricted stock units may be provided as part of the compensation package, as well as other medical, financial, and/or other benefits, dependent on the specific position offered.

Tencent Americas