BSS Managed Service Operation Director

Michael Page; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global technology solutions provider is seeking a BSS Managed Service Operation Director in Kuala Lumpur. In this role, you will lead operational governance for telecom services, manage cross-functional teams, and ensure compliance with KPIs and SLAs. The ideal candidate has over 12 years of experience in BSS/OSS and telecom IT operations, with strong ITIL knowledge. This position offers competitive compensation and opportunities for career growth in a dynamic industry.

Benefits

Opportunity to lead mission-critical telecom operations

Drive service transformation and innovation

Competitive compensation and career growth

Qualifications

• 12+ years in BSS/OSS, telecom IT operations, or managed services.
• Proven leadership in large-scale BSS managed services.
• Experience with multi-vendor/offshore delivery models.

Responsibilities

• Manage SOC and Service Desk operations with a focus on compliance.
• Drive proactive monitoring and incident resolution.
• Lead cross-functional teams and manage vendor performance.
• Act as primary interface for senior stakeholders.
• Manage budgets and commercial risks.
• Implement automation and AIOps initiatives.

Skills

Operational Leadership

ITIL knowledge and certifications

Stakeholder communication

Vendor Management

Education

Bachelor's degree in Computer Science or related field

Job description

The BSS Managed Service Operation Director is responsible for end-to-end operational leadership of Billing & BSS Managed Services.

Responsibilities

• Operational Leadership & Governance: Manage SOC, Service Desk, Application, Infrastructure, and Business Operations Services; ensure KPIs, SLAs, and compliance.
• Service Quality & Delivery Excellence: Drive proactive monitoring, incident resolution, and ITIL-based processes for stability.
• Team & Vendor Management: Lead cross-functional teams, manage offshore/on-site resources, and oversee vendor performance.
• Customer Engagement: Act as the primary interface for CIO/CTO stakeholders, handling escalations and service reporting.
• Financial & Contract Management: Manage budgets, P&L, and commercial risks.
• Continuous Improvement: Implement automation, AIOps, and service transformation initiatives.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• 12+ years in BSS/OSS, telecom IT operations, or managed services.
• Proven leadership in large-scale BSS managed services (Billing, CRM, Mediation, Charging).
• Strong ITIL knowledge and certifications (ITIL Expert preferred).
• Excellent stakeholder communication and executive presentation skills.
• Experience with multi-vendor/offshore delivery models.
• PMP or TOGAF certifications are a plus.

Our client is a leading global technology and telecom solutions provider, delivering innovative managed services and digital transformation solutions to enterprise and carrier customers worldwide.

Benefits

• Opportunity to lead mission‑critical telecom operations.
• Drive service transformation and innovation in a global environment.
• Competitive compensation and career growth in a dynamic industry.