BSS Managed Service Operation Manager - MRO AMS

Huawei Technologies (Malaysia) Sdn. Bhd; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications firm is seeking a BSS Managed Service Operation Manager in Kuala Lumpur. This role is key to ensuring service governance and performance assurance across multiple operational areas. The ideal candidate will have over 12 years of experience in telecom IT operations and proven leadership in managed services. Strong stakeholder communication skills are essential, as the manager will engage with the customer’s senior leadership to optimize service quality and drive continuous improvement. The position offers an opportunity to lead transformation initiatives in a dynamic environment.

Qualifications

• 12+ years of experience in BSS/OSS, telecom IT operations, or managed service delivery.
• Proven leadership of large-scale, mission-critical BSS managed services.
• Excellent stakeholder communication and negotiation skills.

Responsibilities

• Lead end-to-end BSS managed service operations covering multiple areas.
• Ensure continuous service availability and compliance.
• Act as the primary contact for customer’s senior stakeholders.
• Drive automation, process optimization, and service transformation initiatives.

Skills

Leadership in telecom IT operations

Stakeholder communication

Service delivery management

Problem management

Change management

Operational excellence

Education

Bachelor’s degree in Computer Science or related field

Job description

BSS Managed Service Operation Manager - MRO AMS

The BSS Managed Service Operation Director is responsible for end-to-end operational leadership of the Billing & BSS Managed Services scope, ensuring service stability, contract fulfilment, customer satisfaction, and continuous improvement. This role oversees multi-tower operations (SOC, Application, Infrastructure, Service Desk, Change/Incident/Problem, BOS) and acts as the primary customer interface for service governance and performance assurance.

Key Responsibilities

• Operational Leadership & Governance
  • Lead end-to-end BSS managed service operations covering SOC, Service Desk, Application Operations, Infrastructure Operations, and Business Operations Services.
  • Own service KPIs, SLAs, OLA governance, and ensure continuous service availability and compliance.
  • Chair monthly/quarterly service governance, performance reviews, and risk & issue escalation meetings with customer senior stakeholders.
• Service Quality, Stability & Delivery Excellence
  • Ensure proactive monitoring, event management, incident resolution, root cause elimination, and long-term service stability.
  • Drive Problem Management, Capacity Management, Change & Release Management processes to improve system reliability.
  • Enforce operational standards, compliance, playbooks, and audit readiness (ITIL/ISO).
• Team & Vendor Management
  • Lead cross-functional operations teams including FO (SOC, Service Desk, Monitoring) and BO (Application, Maintenance, IMS, BOS).
  • Manage on-site/offshore resources, workforce planning, rostering, and 24×7 support readiness.
  • Oversee partner/vendor delivery performance and ensure alignment with contract obligations.
• Customer Engagement & Stakeholder Management
  • Act as the primary point of contact for customer’s CIO/CTO/Operations leaders.
  • Manage service communication, escalations, service reporting, and executive presentation.
  • Build strong customer relationships and drive service satisfaction improvement.
  • Manage operational budget, resource cost, and service P&L (where applicable). Track contract scope, change requests, penalties, and commercial risk.
  • Identify service improvement or upsell opportunities for managed service expansion.
• Continuous Improvement & Transformation
  • Lead automation, AIOps adoption, process optimization, and service transformation initiatives.
  • Improve operational efficiency by enhancing monitoring, SOPs, tooling, and DevOps practices.
  • Drive service transition, knowledge transfer, and onboarding of new systems or CRs.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related fields.
• 12+ years of experience in BSS/OSS, telecom IT operations, or managed service delivery.
• Proven leadership of large-scale, mission-critical BSS managed services (Billing, CRM, Mediation, Charging).
• Strong knowledge of ITIL processes, service operation, incident/problem/change management.
• Excellent stakeholder communication, negotiation, and executive-level presentation skills.
• Experience with multi-vendor or offshore delivery models.
• Certifications preferred: ITIL Expert/Intermediate, PMP, TOGAF (optional).
• Ability to work under pressure, manage escalations, and lead teams across geographies.