Operations Manager

Fujitsu Asia Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading company in IT services is seeking a Service Delivery Manager to oversee service delivery processes and ensure high customer satisfaction. The ideal candidate will have at least 5 years in service delivery management, strong communication skills, and a proactive attitude, working with teams to improve service quality continuously.

Qualifications

• Minimum 5 years experience in Service Delivery Management role in outsource environment.
• Experience managing IT Infrastructure support services in mid-to-large organizations.
• Strong written and oral communication skills.

Responsibilities

• Perform service design, strategy, transition, operation, and continuous improvement.
• Manage service delivery processes and ensure customer satisfaction.
• Develop processes with clients to enhance service delivery timelines.

Skills

Communication

People Management

Service Quality

Proactive Problem Solving

Team Collaboration

Job description

Responsibilities: -

• Perform service design, service strategy, service transition, service operation, and continuous service improvement

• Oversee and provide guidance on service delivery process from start to finish per service contract

• Successfully manage service delivery SLA achievement, and high level of customer satisfaction

• Monitor overall performance of services and timelines to deliver i.e. Ensure Service Quality

• Good communication around issues and opportunities; get things done, make things happen

• Building, maintaining and analysing service reports/records to address any possible issues before it occurs

• Prepare service reports (weekly, monthly) to key internal personal and clients and raise any potential issues

• Conduct Operational meetings, and QBR with Customer on Service Delivery

• Removing obstacles to customer satisfaction and/or financial performance

• Communicating across organizational boundaries – from project managers through to executives

• Following up, escalating and taking action if service delivery is not meeting expectation

• Working with the client and operations teams (Tech/Team Lead and engineers) to identify and manage service improvement activities and propose any amendments to improve processes

• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines and ensuring operations teams are aware of changes and are prepared

• With good people management skills, motivate and lead the team to achieve/surpass the SLA, Manage project P&L Job

Requirements:

• Minimum 5 years experience in Service Delivery Management role in outsource environment

• Provide Manage Support Service in mid-to-large organization on the IT Infrastructure e.g. Networks, systems & storage

• Engage in tender for Service Delivery solution; design, plan, costing, manage on-site delivery team when awarded

• Previous skills in support for enterprise networks, systems& storage would be advantageous

• Excellent written and oral communication skills.

• Ability to work effectively in a dynamic, team oriented environment.

• A self-motivated, proactive, results-oriented individual.