Head of IT Services Taiwan

About SHL Medical

SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues.

Job Overview

The Head of IT Services Asia/Pacific oversees and strategically develops the IT Services organisation in Taiwan while supporting other SHL sites and offices. This role ensures the delivery of high-quality IT support and services, aligning IT operations with the company’s business objectives. The role is also key in driving innovation, service improvement, and operational efficiency within IT Services.

The Head of IT Services Asia/Pacific will work closely with the Head of IT Services Europe/Americas to ensure a unified and globally aligned approach to IT service delivery and development, foster a follow-the-sun collaboration across regions, and optimise IT service processes worldwide.

This position requires strong leadership, strategic thinking, and a hands-on approach to IT service management. Its goal is to ensure smooth IT operations while continuously enhancing service quality and user satisfaction in a growing and dynamic enterprise.

Main Responsibilities

• Strategic Leadership & Development
  • In close cooperation with the Head of IT Services Europe/Americas, define and execute the global IT Services strategy for SHL, aligning with SHL’s global IT vision and business goals.
  • Work closely with the Head of IT Services Europe/Americas to drive standardisation, optimisation, and innovation in IT service delivery across all locations.
  • Identify and implement service improvements to enhance efficiency, performance, and customer satisfaction.
  • Develop a roadmap for IT service evolution, incorporating emerging technologies (including but not limited to Artificial Intelligence) and best practices.
• Operational Management
  • Lead and oversee the IT Services team in Taiwan, ensuring effective support for end-users and smooth IT operations across the organisation.
  • Monitor and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure high-quality IT service delivery.
  • Act as an escalation point for critical IT issues, ensuring prompt resolution and minimal business disruption.
  • Together with the Head of IT Services Europe/Americas and the other IT leaders (security, infrastructure, applications, data), maintain and optimise ITSM processes, ensuring efficient incident, problem, and change management.
• Collaboration & Stakeholder Engagement
  • Partner closely with business leaders, manufacturing operations, and IT teams to understand and support business needs.
  • Ensure strong alignment with global IT teams to drive consistency and efficiency in IT service management.
  • Provide regular updates and reports on IT service performance and initiatives to senior management.
• Technology & Infrastructure Management
  • Oversee and – based on expertise – provide hands-on technical know-how and guidance in management and optimisation of user-facing technologies, including but not limited to collaboration & communication tools (e.g., A/V, phone, whiteboards), workplace productivity & endpoint management (e.g., Microsoft 365, Intune, SSO, MFA), peripheral and input devices (e.g., monitors, keyboards, webcams), mobile and smart devices (e.g., tablets, wearables), as well as enterprise and facility IT (e.g., meeting rooms, digital signage).
  • Ensure timely updates, security patches, and compliance with corporate IT policies.
  • Support planning and execution of IT projects, including upgrades, system migrations, and new technology implementations.
  • Work closely with cybersecurity teams to strengthen IT security and compliance measures.
  • Actively participate in troubleshooting and resolving IT issues related to user-facing systems and services.
• Team Leadership & Development
  • Manage and mentor the IT Services team, fostering a culture of continuous improvement, collaboration, and customer-centric service in a global company spanning three continents and multiple time zones.
  • Develop training programs to enhance team and user skills and ensure they remain current with industry best practices.
  • Manage and improve 24x7 IT service operations to support manufacturing and business continuity needs.

Required Skills & Qualifications

• Minimum eight (8) years of experience in IT service management or a related leadership role.
• Strong track record in strategic IT service development and operational leadership.
• Excellent interpersonal and communication skills, with the ability to engage effectively with stakeholders at all levels.
• Deep expertise in IT service management frameworks (e.g., ITIL) and modern ITSM tools.
• Hands-on experience with Windows OS environments, Active Directory, and IT infrastructure management.
• Familiarity with Intune/SCCM for software deployment and endpoint management is a plus.
• Experience with IT security, compliance, and risk management practices.
• Strong project management skills with the ability to drive complex IT initiatives.
• Ability to work under pressure, prioritise effectively, and respond to urgent issues as needed.
• Excellent Chinese and English language skills (spoken and written).

This role offers a unique opportunity to lead and shape the IT Services organisation in Taiwan while working closely with global counterparts to drive continuous improvement and innovation.