- Develop new service definitions ensuring that they can be delivered operationally and cost effectively;
- Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports;
- Manage the overall service improvement plan and work with the Service Support Manager to ensure that it is being delivered to and that services are being improved;
- Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery;
- Lead, manage and supervise Team Leader and onsite staffs
- Ensuring proper documentation, notification, tracking, and follow up of all incidents.
- Manage and mentor onsite team in the local office
- Participate in training for internal teams and manage all related issues
- Update policies, procedure, and documentation relevant to project or operation
- Ensure compliance with standards, policies, and processes
- Manage major service providers on vendor performance, SLA, reporting and governance
- Take lead to infrastructure projects and keep track of progress
Requirements:
- Bachelor Degree
- Min 8 years of work experience in large enterprise companies
- Strong project and team management skill
- Team player, self-motivated, with good communication skills and management skills
- Prior working experience in large vendor and outsourcing management, service delivery and governance is desired
- Good telephone manner and independent
- Able to work under pressure, self-motivated, strong problem solving and analytical skills
- Influence & negotiation skill.
- Ability to proactively & effectively manage risk on low to medium risk projects.
- Strong data analytic, communication & service skills
- Able to travel to different countries when required (10% to 15% travelling for this job)
