Operations Manager (SLA)

Jobster Pte Ltd (EA License No: 06C5060)| Date Posted: 23-Nov-2019
EA Licence No: 06C5060|EA Personal Registration No: 200818951C
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Job Nature:
Permanent, Contract
Position Level:
Experienced, Manager
Qualification:
ITE/ NITEC/ Higher NITEC, Diploma, Bachelor's / Honours

Job Description

Responsibilities:

• Responsible for team KPIs. Monitor and report KPIs.
• Manage the service level agreements (SLAs) as stated in the master contract (MSA) in the areas of:
o Desktop support management
o Server support management
o Network support management
o 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:

  •  Minimally 5 years of relevant experience
Company Overview
Jobster Pte Ltd (EA License No: 06C5060)