Scope of Work (SOW) – GCA Digital Workplace Support
Location: Shanghai Office

1. Objective
Provide on-site support for all topics related to Digital Workplace, covering operational supervision, new solution testing, user adoption and project delivery across GCA (Greater China Area).

2. Scope of Digital Workplace Product
a. Unified Endpoint Management
• Windows/MAC Managment: SCCM, Intune, JAMF
• Corporate Mobile/BYOD
• Virtualization: Citrix, Azure Virtual Desktop (AVD)
b. Unified Communication
• Fixed Telephony: Teams/Cisco
• Meeting Rooms: Microsoft Teams Rooms, Zoom, Townhall setups
• Exchange/Outlook integration
c. Cognitive Intelligence & Productivity
• M365 Suite: Forms, Loop, Planner, Visio, Bing, Copilot
• File Services: SharePoint, OneDrive, Fileshare
• Power Platform: Power Automate, Power Apps, Power BI

3. Key Deliverables
• Solution optimization for video conferencing, townhall and telephony /call centers
• Support in standardization and compliance initiatives in Digital workplace area.
• Design and deliver role-based training (in Mandarin), user adoption and feedback collection for Microsoft productivity tools (Power Platform).
• Coordination, supervision and tracking the cases escalated to relevant digital workplace support team, ensure the precise transactions of information and SLA for resolution.
• Lead and execute of digital workplace rollouts/migration project for GCA region in partnership with the functional tech infra-areas.
• Draft\Develop localized onboarding resources and self-help materials in PPT/PDF (Less than 10)
• Supporting other digital workplace related topics, including but not limited to Microsoft Teams, SCCM/Intune and other productivity tools (loop, forms etc).

4. Performance Metrics
• Partner and customer satisfaction (NPS > 80%)
• Trainings (online/offline, less than 1.5h each time), Knowledge articles, self-help materials developed. (3 times training, 10 articles )
• Project Delivery – in Time and Quality
• Digital workplace related incidents/request SLA (>95%)
• Language skill: English and Mandarin