As a Service Manager (SMO), you will be part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You will also be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project financial health and lead the project from commencement to completion.
What will you do?
- Ensure all assigned projects are initiated and executed with proper handover/takeover
- Ensure all necessary project purchases are planned and executed
- Ensure all project billing and invoices are issued timely
- Establish and prepare maintenance agreements and plans to deliver contractual obligations to clients such as preventive maintenance plans and monthly reports
- Track and manage the all maintenance contracts and provide quality support to clients
- Provide regular project progress updates to project stakeholders, customers and internal management team
- Manage the scope definition and change control mechanism when dealing with scope creep
- Escalate and discuss project overrun issues, scope creep, integration issues, resource requirements with NCS management team
- Work closely with Operations teams to ensure all incidents are closed timely within the contractual service level agreement (SLA)
- Able to work with sales and operations team to identify inventory end-of-life support, pain points encountered and discuss suitable alternatives with clients
- Ensure respective vendors support and NCS operations team is ready to support new contracts
- Provide concise and professional communications with customers on issues encountered
- Update monthly projects financial forecasts and improve project margins where possible to meet financial KPIs
- Adhere to best practices, techniques and standards throughout entire project duration.
The ideal candidate should possess:
- Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
- Preferably 5 or more years of IT project management experience
- Strong knowledge in process improvement methodologies and tools
- Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
- Ability to lead, develop and maintain respectful and trusting relationship
- Good customer management experience
- Proficient in written and spoken English
- Certification in IT Service Management and/or ITIL (v3 or above)
- Able to travel as required
