Service Manager, Operation

Classy Wheeler Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

A leading network service solutions provider in Hong Kong is looking for an experienced operations leader to drive service management strategy and ensure exceptional client service delivery. The ideal candidate will have strong interpersonal skills and experience in IT and vendor management. Key responsibilities include defining operational strategies, maximizing revenue opportunities, and leading service performance management. This role requires a thorough understanding of service management practices, excellent communication abilities, and proven success in client relationship building.

Qualifications

• Experience in the SI and IT vendor industry.
• Expertise in service management and operational client management.
• Strong interpersonal, relationship building and team building skills.

Responsibilities

• Define and drive the operational strategy for services.
• Lead KPI results across multiple contact centers.
• Partner with business leaders on headcount planning.
• Perform root cause analysis and develop improvement plans.
• Maximize revenue opportunities with service delivery.
• Identify best practices and ensure recovery plans where required.
• Maximise revenue opportunities with service delivery.
• Support on-call rotation and incident resolution for owned services.

Skills

Client management

Interpersonal skills

Project management

Technical communication

Relationship building

Project management

Education

ITIL foundations certification

Job description

Leading network service solutions provider

Job 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