Job description: Leading network service solutions providerJob Description
Define and drive the short and long-term operational strategy, ensuring end to end delivery of differentiated, excellent service
Lead and deliver KPI and business metrics results in multiple contact centers across multiple countries
Drive client delight through responsive, value additive service performance management, partnering with account management teams
Partner with Business Leaders & Finance on headcount planning and forecasting
Perform root cause analysis around issues, and developing value additive improvement plans
Identify best practices/processes, and ensure recovery plans where required
Maximize revenue opportunities with service delivery
Partner with critical teams and partners to drive results and manage performance
Participate in client facing interactions (escalation & new business opportunities)
Ensure a set of operational practices are followed to assure quality and long-term health of the services your team owns.
Perform reviews of all infrastructure designs to make sure that they address failure modes, scalability, and security and are suitable for tier 1 services.
Represent your services and team in multi-functional discussions.
Work with the sales management team to maintain a roadmap for your team.
Provide tier 3 operational support for the services you own. This includes providing an on-call rotation and acting as conduit to resolve issues.
Make improvements to your services to insure their success. This includes performing routine review of key practices, diving deep into significant anomalies and taking corrective actions as necessary.
Promote and demonstrate the Operational Excellence mentality
Job Requirements
Experience in the SI and IT vendor industry
ITIL foundations certification (Service Desk, Incident Management, Problem Management, and Change Management) would be beneficial
Expertise in key aspects of service management and operational client management, including:
Client management; able to build trustworthy and enduring relationships. A programmatic approach to building and maintaining a successful, high performing operation
Tech-savvy with ability to communicate technical product features effectively and enthusiastically
Experience in project management skills
Strong interpersonal, relationship building and team building skills
Expected salary: HKD30000 per month
Location: Kowloon Bay, Hong Kong
Job date: Tue, 28 Jan 2025 08:32:38 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck