Smc Manager

**S**MC Manager (Asia)*

As part of our continued expansion, we are looking for a SMC Manager to join our Team. Based in Singapore, Asia the successful individual will join a support organization currently spread across Europe & North America & Asia.

As the Manager you’re required to be a highly driven, to be relentless in pursuit of high-standards and obsess over our customers success. You would be leading the Service Management Centre Team in providing critical network Infrastructure and managed cloud service support. Your behavior and drive will translate to your team, and they will look for your guidance daily. Earning the trust of our customers will be one of your highest priorities and your team will be a key component of the success of the Continent 8 business.

You will be one of several Managers leading Level 1&2 support staff, you will train & hire new team members. As well as building & managing the team, you will be responsible for drafting & implementing new processes in support of global 24x7 operations.

**Key Accountabilities**

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The Primary Duties of the SMC Manager is to:*
- Help to build, expand, and manage a local team in Singapore ensuring a focus on world class support and effective management of service level agreements.
- Lead a team that performs tasks within multiple technical disciplines, encouraging a culture of learning and improvement.
- Coordinate with the wider Network and Cloud teams and align all team members as it relates to the overall support goals of the company.
- Create, implement, and document new policies and procedures.
- Monitor the progress of open support tickets initiated by customers. Ensure tickets are tracked and resolved, and customer updates are provided in a timely manner.
- Manage incident escalation point for Continent 8, leading major incidents and coordinating internal and external communication. You will be part of an escalation rotation.
- Implement a continual process of optimization of support services without sacrificing quality.
- Assist the Head of Support drafting reports on a weekly, monthly, and quarterly basis that are generated to support analysis and staffing projections.

**Knowledge, Skills, Qualifications & Experience**:
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Technical Skills / Training:*
- A recognized leader with demonstrable experience of supervising teams and individuals.
- Management of technical personnel and stakeholders in a corporate environment.
- ITIL Certification - Foundation level or above would be advantageous.
- Knowledge of ISO 27001 & 20000 Certifications is highly desirable.
- Excellent communication skills, both verbal and written. Comfortable managing expectations of staff, management & customers.
- Ability to influence others and move toward a common vision or goal.
- Invested in the learning and development of others with proven mentoring experience.
- Experience with large-scale organizational change effort.
- Strong analytical skills, logical and structured in approach.
- Demonstrate great ownership and determination in resolving complex issues while providing leadership.
- Educated to Degree Level, ideally in an IT or related discipline or relevant equivalent experience. Up to date professional certifications and relevant training.

**Skills and Personal Requirements**:
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Leadership*
- Has vision - can explain where Continent 8 is going to staff and why.
- Associates vision & goals to Team objectives & deliverables.
- Projects a positive image of the Company, even through difficult times.

**Performance**
- Ability to instill a performance culture and provide clear expectations of individuals.
- Sets appropriate standards; ensures that employees take ownership of their work and are held accountable.
- Instill a high quality and a continuous improvement focus in employees.
- Makes processes and tasks more efficient.

**Communication**
- Feed information back up to senior management from the team.
- Listen to employees’ concerns and keeps them informed.
- Connect and update employees with information relating to Continent 8 and its success; consistently communicates to employees that their work matters, and that each role has an impact.

**Coach**
- Clarifies performance.
- Provides ongoing fair, constructive and accurate feedback.
- Regularly makes use of “coachable moments” to provide feedback for development.
- Recognizes contributions and rewards employees.

**Recruiter and Builder of Talent**
- Brings the best talent on board for Continent 8.
- Develops employees in a credible way; while acting to address any poor performance or inappropriate behavior.

**Team player**
- Understands that his/her team exists to achieve Continent 8’s mission.
- Decisions are based on this reality and an understanding of the bigger picture.
- Creates a strong sense of “team”.

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Our Company*

We’re an independent, international business on a mission to discover and deliver innovative technologies to enhance our market-leading connectivity, data