Senior Manager, Customer Management

NTT Com Asia; Hong Kong; Hybrid; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work model

Exposure to APAC markets

Job summary

NTT Com Asia seeks a senior technical professional to manage customer operational support, technical advisory services, and service delivery for data center and smart building environments. You will serve as the primary customer interface for technical operations, incident management, maintenance planning, and continuous service improvement across Hong Kong and APAC.

You will support pre-sales activities, drive solution design, and collaborate with product teams to ensure scalable, compliant,

Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Building Services Engineering, Automation, or related field.
• Equivalent industry experience will be considered.
• Certifications in BMS / Building Automation / RCx / Energy Management are a plus.

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 relationships and ensure service deliverables meet quality, SLA, and customer expectations.
• Review and manage customer reports, incident reports, maintenance plans, and operational activities.
• Coordinate with internal teams to ensure timely resolution of issues and effective service delivery.
• Drive service improvements including automation, predictive maintenance, and optimization.
• Lead customer communications during incidents, maintenance, and escalations.
• Review and customize incident reports, maintenance methodologies, risk assessments, and mitigation plans.
• Conduct post-incident reviews and recommend preventive actions and enhancements.
• Support pre-sales activities, solution presentations, workshops across Hong Kong and APAC.
• Identify growth opportunities and assist sales in achieving targets.
• Design and position integrated smart building solutions; ensure scalability and commercial viability.
• Collaborate with product teams to provide market feedback and support solution innovation.
• Undertake ad hoc duties as assigned.

Skills

Customer facing

BMS knowledge

Data center operations

IoT

HVAC

Solution consulting

Education

Bachelor's degree in Electrical/Mechanical/Building Services Engineering or Automation

Tools

BMS systems

IoT platforms

Job description

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.
• 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.
• Identify business growth opportunities and support sales teams in achieving revenue targets.

Smart Building Solution Design

• Design and position integrated smart building solutions
• 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.

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.
• Hybrid work model - 2 days' work from home