Technical Service Manager

**Job Purpose**

The Technical Service Manager is required to meet the company’s objective of services to be fulfilled quarterly reporting to the Business Unit Head.

**Primary Duties and Responsibilities**

The Technical Service Manager performs a wide range of duties including some or all of the following:

- Technical Management _
- Define the scope of the services in collaboration with the Vendor
- Create a detailed work plan which identifies and sequences the activities needed to successfully complete the services.
- Determine the resources (time, cost, bill of material, resources etc) required to complete the services
- Develop a schedule for services completion that effectively allocates the resources to the activities
- Review the services schedule with customers that will be affected by the services activities; revise the schedule as required
- Execute the services according to the services plan
- Set up files to ensure that all services information is appropriately documented and secured
- Monitor the progress of the services and make adjustments as necessary to ensure the successful completion of the services
- Establish a communication schedule to update Vendors including appropriate staff in the organization on the progress of the services
- Review & Approve the quality of the work completed with the services team on a regular basis to ensure that it meets the services standards
- Control the services to meet the KPI of turnaround time.
- Ensure that the services deliverables are on time, within budget and at the required level of quality
- Manage change request & escalation during the implementation
- Management _
- A group of engineers will report to the Technical Service Manager.
- To ensure the engineers adhere to the process of the services implementation life cycle.
- To ensure prompt reporting from the engineers’ activities and timesheet for claim purposes.
- To foster a strong teamwork among the engineers.

**Leadership**

The Technical Service Manager should demonstrate competence in some or all of the following:

- Behave Ethically: Understand ethical behaviour and business practices, and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organization.
- Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
- Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
- Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.
- Lead: Positively influence others to achieve results that are in the best interest of the organization.
- Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
- Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
- Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
- Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

**Qualifications**
- Education _
- Professional Certification _
- PMP is advantageous
- Knowledge, skills and abilities _
- Knowledge of services management
- Sound knowledge in solutions like system & storage, networking, security, data centre networking, turn-key services implementation.

**Experience**
- 2 to 3 years planning and/or management experience
- 5 to 8 years in system Integration environment is preferred