Operations Manager

• 1 year contract
• Working location: Nearby to Outram Park MRT
• Working hours: Monday to Friday, 830am to 6pm

Responsibilites:

• • Manage the service level agreements (SLAs) as stated in the master contract (MSA) in the areas of:
  • Desktop support management
  • Server support management
  • Network support management
  • Security support management
• Manage BAU operations and ad-hoc projects at the customer sites
• Manage project budgets vs actuals for project revenue and cost
• Ensure service requests raised by customers are prioritized and delivered in accordance with the agreed timeline
• Manage the customer’s expectation in term of service offering delivery
• To be the Single Point of Contact (SPOC) for customers for on-going operations and projects
• Act as a further escalation point for the Team Lead
• Provide recommendation and execute improvement plan for managed Services (Service Assurance, including Risk Management)
• Interface with customers on a need basis for service improvement and recovery
• Ensure QA perform for the team, and take action when necessary
• Manage and ensure team operation within budget (Capex and Opex allocated to team)
• Manage staffs that are stationed at the sites
• Participates in the development, implementation, communication and enforcement of policies, processes, procedures, standards and guidelines
• Involve with Team Leads to strategize on duty rostering or scheduling
• Conduct regular review with Team Leads on team performance; management direction and announcement
• Manage managed Services resources, including hiring, staff admin and welfare, maintain skills set and staff discipline
• Manage the development of staffs while identifying suitable trainings for them, promote talent development, and staff retention
• Report to senior managers on any issue that could significantly impact the business / operation

Requirements:

• Bachelor Degree or Diploma in any IT related field
• Min. 5-8 years of relevant experience