Operation Lead

2 weeks ago


Singapore Jobline Resources Pte Ltd Full time

Responsibilities:

  • Lead and drive the service delivery and projects implementation
  • Manage and communicate with key holders on operational support daily
  • Monitor and ensure SLAs are met, issues escalated and prioritized
  • Act as the point of contact for account delivery
  • Responsible for service delivery of account and prioritization of work requests
  • Work with Company's Business to integrate new, enhanced and existing service offerings for the account
  • Provide the customers with relevant reporting and trend analysis statistics to proactively support and improve the customer's business
  • Identify operational gaps and drive to ensure closure, both internally and externally
  • Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
  • Ensure annual customer survey meets the expected customer satisfaction rating
  • Work on financial cost priorities to ensure a balance between customer satisfaction and Company's business objectives
  • Any other adhoc duties as required or assigned
  • Be the point of contact when there is any Incident/Problem/Change
  • Follow the SOP for any major incident outage
  • Be the point of contact for any major incident (Need to be on standby)
  • Assist support team on the onboarding process (Products, Support Team, Escalation Matrix)

Requirements:

  • Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
  • At least 3 years of relevant experience
  • At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large team
  • Proven success in achieving project milestones and broad technology awareness
  • Possess a full and broad understanding of the services required by the account and of other services and technology potentially available through company, along with good project coordination skills
  • Strong business acumen, customer focus and good financial management skills


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