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Service Excellence Manager

2 weeks ago

Singapore beBeeOperations Full time $80,000 - $120,000
Job Opportunity:

The IT Operations Manager oversees the service process, ensuring excellence and driving improvements. They act as liaison between customers and technical support teams.

Main Responsibilities:
  • Coordinate operational issues and customer needs.
  • Build, maintain, and manage relationships with internal customers.
  • Represent customer needs to post-sales support teams and relevant organizations.
  • Supervise case resolution, provide updates, and follow up on cases.
  • Organize weekly conference calls for status reports and quarterly presentations.
  • Train customers on company processes and procedures.
  • Provide management with regular status reports.
  • Travel to customer sites to present operational issues/activity.
  • Oversee project and internal service improvements.

Requirements:

  • A degree in Business Administration or equivalent with 3-5 years of experience in customer support and project management.
  • Excellent communication, influencing, and presentation skills.
  • Ability to engage cross-functional resources to resolve customer issues.
  • Understanding of pertinent software applications used for reporting and research.
  • Capacity to apply tools for customer analysis and make recommendations.
  • Strong understanding of Networking and Telecommunications products and solutions.
  • Good grasp of project management and business concepts.
  • ITIL certification.
  • Basic technical/networking knowledge (CCNA equivalent).