Technical Operations Manager / Senior Managed Services Operations Specialist

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology services firm in Singapore seeks a Senior Managed Services Operations Specialist. The role involves managing operational activities, ensuring service delivery meets SLAs, and enhancing client satisfaction. Candidates should possess strong organizational skills, a degree in IT, and have advanced experience in managed services. This is an excellent opportunity to contribute to operational excellence in a dynamic environment.

Qualifications

• Excellent customer service focus is essential.
• Excellent communication skills required.
• Proven ability to solve problems creatively and analytically.
• Ability to work under pressure and adapt to change.

Responsibilities

• Manage the shift roster and monitor all operations metrics.
• Ensure adherence to shift handover processes.
• Handle in-shift escalations from clients.
• Develop improvement plans for operational effectiveness.
• Report service volumes and metrics during client reviews.

Skills

Customer service focus

Communication skills

Organizational skills

Analytical problem-solving

Process improvement

Adaptability

Education

Bachelor's degree in Information Technology or related field

Tools

ITIL certification

Job description

The Senior Managed Services Operations Specialist is an advanced subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The main responsibility of the Senior Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

Key responsibilities:

• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensure that the operational deliverables enable cost effective, client centric delivery that meets SLAs
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have:

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Advanced ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience:

• Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
• Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.
• Advanced demonstrated experience in managing customer escalation situations and objection handling.
• Advanced demonstrated Managed Services operations experience.