Operations & Services Lead

**Company Profile**:
Black Box is a leading Global Technology Solutions Company. Our mission is to accelerate our customers’

business by valuing relationships with our team members, clients and stakeholders. By continuously

growing our knowledge, we remain relevant in the market and are in a superior position to help customers

design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership,

transparency, respect and open-mindedness, we deliver high-value products and services through our

global presence and 4,000+ team members in 30 countries and growing.

We deliver technology solutions for our customers by harnessing technology innovation to digitally transform and accelerate their business in the areas of connected buildings (incl. IoT), digital workplace & customer experience, data centers, networking (incl. Wi-Fi, SD-WAN), in-building 5G/ONGO and cyber security.

With more than 80 years of technology excellence and thousands of team members globally, managing over 175,000 customers across 150 countries we are uniquely positioned to build a global IT services brand that can deliver maximum value, world-class integrated solutions, deliver results, cultivate strategic relationships, and enable lasting relevance for our customers across six continents.

**Position summary**:
**_Major objective of this role is to deeply understand customer business and requirements, integrate internal and external resources of the company, including personnel, technology, and solutions, face customer needs and pain points, form targeted and implementable technical solutions, and drive implementation, complete cross-team technical collaboration, program design, and key management and coordination, maintain a strong understanding of emerging IT solutions offerings/ technologies and their corresponding value to business strategy and product offering. _**

**_On the customer side, working closely with customers and manage customer relationships to achieve the best results, effectively communicate with customer’s technical and non-technical staff by creating digestible project plans that organize tasks into appropriate phases and resolve support and change requirement issues _**

**_On the business side, Work closely with product management, solution architects etc and Lead the implementation of the solutions proposed to the client. Work with cross functional global teams in adaptation and implementation of defined processes and meeting project timelines. _**

**Primary Roles & Responsibilities**

Ø Accountable for overall direction of multiple, large, complex operations or projects Delivery Support (Infrastructure Management) functions.

Ø Collaborate with external clients, partners, business partners and internal teams on business planning and project delivery

Ø Lead internal development & support team to ensure fulfillment of contractual obligations/overall completion of deliverables

Ø Responsible for delivery to agreed service levels, and defines key performance indicators/project milestones.

Ø Maintain high-performance levels for service-related processes and implementing improvement activities when they're necessary

Ø Take accountability for service delivery performance, satisfying customer expectations and pushing future demand

Ø Develop an extensive understanding of projects to gain insights into the scope of service delivery

Ø Technical management of complex incidents and problems through to resolutions

Ø Lead a team that is driving operations and service excellence by ensuring service standards are met and operational risks are well managed.

Ø Responsible for the management of quality/ business process excellence in sphere of influence.

Ø Provide leadership and direction to team within a significant part of the organization or across multiple /large project teams.

Ø Build the right organizational capability and ensure collaboration with the global teams, process owners driving a culture of customer centricity, continuous improvement and service excellence.

**Job Qualifications and Skill Sets**

Ø More than 10 years of Implementation, operations and service delivery experience for IT infrastructure and system integration is required

Ø Demonstrated ability and experience in customer-managing positions as a technology consultant

Ø Ability to lead and manage large teams

Ø Excellent communication skills, team handling experience, high level of professionalism and learning ability.

Ø Excellent document writing skills, speech skills, and technical training capabilities.

Ø Must be agile and able to adjust quickly to many different situations and challenges, strong ability to withstand pressure and execution, and can accept a certain frequency of travel.

Ø Proficiency in English is must. Cantonese/ Mandarin and Malay language proficiency will be an added advantage.

**Job Application Process**:
We would love to hear from you if you meet the eligib