Terra is a dynamic company with a strong presence across the Asia Pacific region, specialising in innovative communication solutions and services driven by AI technologies. Our comprehensive portfolio includes both hardware and software products, along with tailored services that empower our clients and partners to maintain a competitive edge. At Terra, we are unwavering in our commitment to delivering the highest service levels and exceptional customer experiences.
This is an opportunity for an outstanding individual to lead a team of talented IT professionals to learn and execute IT solutions support and consultancy services to drive Terra’s business growth in the Asia Pacific region.
IT Service Manager
Jobs Description
- Own the development and enforcement of key KPIs of service delivery, customer satisfaction and other contractual SLAs
- Actively participate in and drive key Customer Satisfaction initiatives, such as creating and managing a Service Delivery Scorecard.
- Function as a primary point of contact for customers, responsible for the delivery of all in-scope services and ensure performance goals are met
- Develop and nurture an excellent Customer/Vendor relationship to achieve best-in-class customer satisfaction and be the Service communication focal point for the customer and all delivery organizations.
- Lead the deliver organizations to deliver SLA requirements in a timely and cost-effective manner and identify and recommend optimization whilst managing delivery scope and resources.
- Ensure SLZ’s goals are achieved and client expectations are met (or exceeded) while building services relationships with clients.
- Manage teams of IT infrastructure professionals for maintenance services and integration projects. Conduct regular team meetings and performance reviews, setting clear goals and expectations.
- Build and sustain effective communications with all stakeholders in the company to achieve maximum client satisfaction
- Plan capacity for hardware, software and resources, and drive delivery excellence for managed services
- Manage programs to support the financial management activities for managed capabilities and support the account leadership teams through productivity drives.
Jobs Requirement
- A Degree in Computer Science, Information Technology, Information
System, Info-communications, Engineering, Science or its equivalent
- Five years of experience in infrastructure management with at least 3
years’ experience in IT Service Management and/or Project
Management experience of mid-to-large scale projects
- Experience with IT service management frameworks (e.g., ITIL) is a
plus.
- Strong expertise in network infrastructure, particularly Cisco
technologies (CCNA, CCNP, or CCIE certification preferred).
- Strong understanding of Service Delivery Models and Frameworks
- Knowledge of common support center metrics and ability to manage teams to key performance indicators
- Task-oriented, self-initiated and objective driven within a matrix
organization
- Dynamic and able to engage people at all levels
- A good team player with excellent communication and presentation
skills
Quality Traits We Are Looking For
- Ambitious, self-driven, and passionate about directly contributing to
the growth of the technical expertise of the support team.
- Dynamic and highly adaptable to operation’s needs and priorities
which are constantly shifting and evolving.
- Possess the ability to multi-task and wear many hats if required
- Confident and able to display leadership qualities.
- Strong lucid communicator with solid writing skills and a dynamic speaking ability.
- Creative with a keen eye for details.
- Proactive team player who enjoys working with other highly motivated individuals.
If you are looking to make an impact and play a part in shaping the IT Technology industry globally, please send your CV and expected salary to us.
