Senior Manager, Customer Management

NTT Group

Hong Kong

Hybrid

HKD 600,000 - 1,000,000

Full time

3 days ago

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Benefits offered by this job

Hybrid work model

18 days Annual Leave

Performance Bonus

14 weeks full-paid Maternity Leave

Birthday Leave

5 days Paternity Leave

Medical & Dental Benefits

Job summary

NTT Group in Hong Kong seeks a senior technical professional to manage customer operational support, advisory services, and service delivery for data center and smart building environments across Hong Kong and the APAC region.

You will serve as the primary customer interface for technical operations, incident management, maintenance planning, and continuous service improvement while supporting pre-sales activities and leading smart building solution design with BMS, HVAC, IoT, and energy

Qualifications

Bachelor's degree in Electrical/Mechanical Engineering or related discipline.
5+ years in ICT/data center/smart building customer service or tech support.
Experience in pre-sales, solution consulting, sales engineering, or technical consultancy.
Hands-on with BMS, HVAC, IoT, and integrated building systems.
Experience engaging with channel partners, end customers, and senior stakeholders.

Responsibilities

Act as the primary technical contact for customers, providing expert advice and operational support for E&M facilities, facilities management, physical security, and data center operations.
Build strong customer relationships and ensure service deliverables meet quality, SLA, and customer expectations.
Review and manage customer reports, incident reports, maintenance plans, and operational support activities.
Coordinate with internal teams to ensure timely resolution of issues and effective service delivery.
Drive service improvement initiatives, including automation, predictive maintenance, and operational optimization.
Lead customer communications during incidents, maintenance activities, and escalations.

Skills

Customer service

Technical support

Pre-sales

Solution architecture

Stakeholder management

Channel partners

Data center operations

Smart building

Education

Bachelor's degree in Electrical/Mechanical Engineering or related

Equivalent industry experience

Tools

BMS

HVAC

IoT

Building automation

RCx / Energy management

Job description

Job Summary

This senior technical professional responsible for managing customer operational support, technical advisory services, and service delivery for data center and smart building environments. The role serves as the primary customer interface for technical operations, incident management, maintenance planning, and continuous service improvement while supporting pre-sales activities and driving smart building solution development across Hong Kong and the Asia-Pacific region.

Key Responsibilities

Customer & Technical Service Management

Act as the primary technical contact for customers, providing expert advice and operational support for E&M facilities, facilities management, physical security, and data center operations.
Build strong customer relationships and ensure service deliverables meet agreed quality, SLA, and customer expectations.
Review and manage customer reports, incident reports, maintenance plans, and operational support activities.
Coordinate with internal teams to ensure timely resolution of issues and effective service delivery.
Drive service improvement initiatives, including automation, predictive maintenance, and operational optimization.

Incident & Change Management

Lead customer communications during incidents, maintenance activities, and escalations.
Review and customize incident reports, maintenance methodologies, risk assessments, and mitigation plans.
Conduct post-incident reviews and recommend preventive actions and service enhancements.

Pre-Sales & Business Development

Support pre-sales activities, solution presentations, demonstrations, workshops, and customer engagements across Hong Kong and APAC.
Act as a trusted technical advisor, translating customer requirements into practical solution architectures.
Lead technical proposal preparation, RFP/RFI responses, tender submissions, and technical-commercial discussions.
Identify business growth opportunities and support sales teams in achieving revenue targets.

Smart Building Solution Design

Design and position integrated smart building solutions, including:
- Building Management Systems (BMS)
- HVAC and energy management systems
- IoT platforms and connected devices
- AI analytics and predictive maintenance solutions
- Physical security and access control systems
Ensure solutions are scalable, commercially viable, and aligned with customer operational requirements and industry standards.
Collaborate with product and development teams to provide market feedback and support solution innovation.

Partner & Project Support

Evaluate partner-proposed technical solutions and identify implementation risks and gaps.
Support project handover from sales to delivery teams and provide technical guidance throughout project execution.
Deliver post-sales consultancy and optimization recommendations to customers.

Key Performance Measures

Achievement of individual, team, and departmental KPIs.
Consistent compliance with service level agreements (SLAs).
Customer satisfaction, service quality, and revenue support objectives.

Other Responsibilities

Undertake any additional duties and ad hoc assignments as assigned by management.

Requirements

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Building Services Engineering, Automation, or a related discipline. Equivalent industry experience will also be considered. Relevant certifications in Building Management Systems (BMS), Building Automation, Retro-Commissioning (RCx), or Energy Management are an advantage.
Minimum 5 years of customer service or technical support experience within the ICT, data center, smart building, building automation, or related industries.
Experience in technical pre-sales, solution consulting, sales engineering, solution architecture, product management, or technical consultancy is preferred.
Hands-on experience with BMS, HVAC, IoT, building automation, or integrated building systems, ideally gained with a system integrator, technology vendor, or solution provider.
Experience engaging with channel partners, end customers, and senior stakeholders in a customer-facing capacity.

Fringe Benefits

Hybrid work model - 2 days' work from home
18 days Annual Leave
Performance Bonus
14 weeks full-paid Maternity Leave
Birthday Leave
5 daysPaternity Leave
With medical & dental benefits

We offer rewarding career with attractive remuneration package to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Information provided by applicants will be treated in strict confidential and will only be used for recruitment related purposes.Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies.

All information on unsuccessful candidates will be deleted from our files within 12 months.

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