{"id":3577657,"url":"https://alion.io/job/imerys-it-customer-care-manager","title":"IT Customer Care Manager","company":{"id":1812701,"name":"Imerys","domain":"imerys.com","url":"https://alion.io/company/imerys","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":43000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":257},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-10-31T22:58:00Z","employer_posted_date":null,"last_verified_at":"2026-10-31T22:58:00Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"The Company\n\nImerys 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.\n\nImerys is listed on Euronext Paris (France) with the ticker symbol NK.PA.\n\nThe Position\n\nIT Customer Care Manager\n\nJob Summary\n\nThis open position is available in either Kuala Lumpur, Malaysia, or Shanghai, China.\n\nThe purpose of the IT Customer Care Manager - APAC is to:\n\nManage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC\nEnsure consistency and harmonization of APAClevel 2 proximity support services.\nManage EMEA on-site support KPIs and service levels to meet established SLAs.\nContributes to a knowledge base and training materials for end users.\nCollaborates on transversal support topics for shift left opportunities \n\nStrategy\n\nResponsibilities \n\nEnsure level 2 proximity IT support services are implemented and running efficiently.\nProvide consistent, personalized, reliable, and friendly support services for proximity support needs.\nContribute to support team policies, procedures.\nEnrichment of IT support Knowledge base and training.\n\nResource Management\n\nLead and manage customer care APAC Proximity support team\nDirect, organize, schedule and monitor the teams activities.\nIdentify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as needed.\nReview training and development options and select appropriate methodology taking into account the individual, program and business requirements.\nCoach and / or mentor individuals and teams to address development needs.\n\nProximity Support Services In EMEA\n\nEnsure end user training and employee orientation activities are executed \nManage hardware troubleshooting\nManage facility/event technology support\nEnsure physical asset security is implemented\nManage and organize application rollout support activities\nOrganize VIP support\nEnsure end-user device provisioning & inventory mgt activities are performed\nManage mobile device management support\nOrganize and deliver shared printer support\n\nSupport Delivery And Reporting\n\nReview and manage proximity support KPIs to evaluate the effectiveness and efficiency of the EMEA proximity support team.\nFunction as the primary escalation for Proximity support needs.\nImplement process improvements identified by customer care process and other support teams. \nCoordinate with the IT teams to resolve issues and concerns for end-users in a timely and effective manner.\n\nQuality, Reporting\n\nManager root cause analysis and work with support and other teams to identify potential solutions. \nEnsure support processes are implemented and procedures followed.\nParticipate in IT problem management reviews.\nParticipate in Major Incident post mortem reviews to help ensure successful handoff from Incident Management to Problem Management.\n\nCommunications\n\nCollaborate with the infrastructure and application teams to ensure any on-premise IT solution rollout activity coordinated and managed.\nCoordinate with other IT support teams to offer a consistent IT support experience.\nFacilitate the discussion between Problem owners and the IT teams in order to apply lessons learned through root cause analysis exercise.\n\nEssential\n\nQualifications & Experience\n\nBachelor's degree or Master's degree in Computer Engineering, Computer Science, IT or related fields\n5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.\nFluent in IT Service Management framework\nExperience in Servicenow\nExperience in management of teams\n\nDesirable\n\nExperience managing proximity support teams and/or service providers..\nExperience of working within a culturally diverse global company\nConversant in Chinese is a must \n\nSoft Skills And Abilities\n\nLeads self & Leads others\n\nStrong leadership with the ability to draw and embody a strategic vision\nFlexes own style to adapt to different situations & meets the needs of others regardless of their differences.\nRegularly provides feedback & encourages a feedback culture.\nCommunicates a compelling vision & inspires teams to personally connect with achieving it.\nDemonstrates the courage & desire to tackle difficult conversations or decisions in the right way.\nFlexible working hours to accommodate diverse geographic locations\n\nCommunicates & Collaborates\n\nAbility to proactively communicate detailed information to management and project team\nAbility to drive the changes.\nClearly articulates own viewpoint & listens to & considers others views.\nChallenges the right things, at the right time, with the right intent.\n\nDelivers results\n\nStrong organizational, resource management and planning skills\nHigh analytical skills and the ability to analyse environments for continuous improvement and stability\nAdapts to changing business priorities whilst maintaining focus on personal and team results.\nDemonstrates a longer term outlook and uses it to build plans for the future.\nCommits to plans and sees them through to delivery.\n\nDrives improvement\n\nContinuous improvement mindset.\nGathers external insight from other organizations & customers to innovate & drive business performance.\nLooks to find ways to do things better, quicker or more efficiently taking in account various views & perspectives from different stakeholders.\nCommits to leads & supports organizational change & is not afraid to take calculated risk.\n\nPosition Type\n\nFull time\n\nand\n\nPermanent\n\nOnly technical issues will be monitored through the below inbox:\n\nrecruiting.support@ imerys.com\n\nPLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.\n\nTo ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.\n\nIMERYS is an Affirmative 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.","description_format":"text","description_chars":6927,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-31T22:58:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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