Technical Service Manager

3 days ago

Singapore ALPHAEUS PTE. LTD. Full time
Roles & Responsibilities

Overview

We are looking for an experienced and dynamic Technical Service Manager (Operations Manager) to provide strategic oversight and technical leadership in the deployment and management of IT services. The successful candidate will play a critical role in bridging operations with technical expertise, ensuring the delivery of innovative solutions that meet business goals and customer expectations.

Job Responsibilities:

Strategic Technical Leadership:

  • Serve as a key technical advisor, guiding the organization's strategic direction in technology deployment and service management.
  • Develop and implement technical strategies that enhance operational efficiency, service quality, and customer satisfaction.

Technical Advisory and Consultation:

  • Provide expert consultation on technical solutions and services, ensuring they meet business needs and compliance standards.
  • Stay abreast of industry trends, emerging technologies, and best practices, advising on their adoption and implementation.

Service and Technical Team Management:

  • Lead a multidisciplinary team of IT and service professionals, fostering a culture of technical excellence and continuous improvement.
  • Manage technical service delivery, ensuring robust, scalable, and secure solutions that exceed customer expectations.

Operational Excellence and Process Improvement:

  • Champion operational best practices and continuous process improvement, leveraging technology to streamline operations and enhance service delivery.
  • Implement best practices in accordance with top managed services organizations, focusing on efficiency, scalability, and customer-centric solutions.

Quality Assurance and Technical Standards:

  • Ensure adherence to technical standards and best practices in service delivery, maintaining high levels of quality assurance and control.
  • Conduct technical reviews and audits to ensure compliance with industry standards and regulatory requirements.

Client Relationship and Technical Support:

  • Build and maintain strong relationships with clients, understanding their technical needs and ensuring they are met with high-quality solutions.
  • Oversee the provision of technical support, ensuring timely and effective resolution of issues and technical inquiries.

Risk Management and Security:

  • Oversee risk management processes for technical operations, identifying potential risks and implementing mitigation strategies.
  • Ensure robust security protocols are in place to protect data and infrastructure, in line with industry best practices.

Project Management and Innovation:

  • Lead technical projects, ensuring they are executed efficiently, meet deadlines, and deliver innovative solutions.
  • Encourage innovation within the team, exploring new technologies and methodologies to enhance service delivery and operational effectiveness.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 5 years of experience in system and network engineering with a focus on Windows/Microsoft environments.
  • Proficient in tools and systems such as:
  1. System: Active Directory, Entra, DNS, Authentication, Exchange, Sharepoint, VMWare (HCI), V-Sphere, M365 Administration, Azure (basic), SAP (good to know).
  2. Network: Aruba, Clearpass, Switches, Access Points, Forticlient, Fortigate.
  3. Security: TrendMicro (XDR), ASRM (attack surface risk management), Vectra (Network detection and response), Microsoft Defender, Symantec (for storage), Phishing simulator.
  4. Storage: Dell EMC, Isilon/Powerscale, Airgap, Veeam Backup, Veritas, Microsoft SQL Servers, Azure Blob Storage.
  5. Others: Atera (patch management), Aternity (End User Experience Monitoring), 4me (Ticketing System).
  • Proven experience in a technical leadership role, with a strong background in IT service management and operations.
  • Proven track record of performing technology consultations, accurately scoping projects, and leading successful deployments of IT infrastructure solutions.
  • Exceptional leadership and team management skills, with the ability to inspire and develop technical teams.
  • Experience in designing and implementing complex IT infrastructure projects with a focus on scalability, security, and performance.
  • Familiarity with best practices from top managed services organizations, including ITIL (certifications highly desirable).
  • Strong communication and stakeholder management skills, capable of translating technical information into business terms and vice versa.
  • Strong project management skills, adept at managing multiple technical projects simultaneously.
  • In-depth knowledge of quality assurance, risk management, and IT security protocols.
  • Excellent problem-solving and communication skills.
Tell employers what skills you have

Management Skills
Managed Services
Leadership
Technical Operations
Azure
Service Management
Risk Management
Information Technology
Project Planning
SharePoint
Project Management
Team Management
Audits
Customer Satisfaction
ITIL
Technical Leadership
Project Delivery
DNS
Service Delivery
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