Operations Manager, Service Desk

7 days ago

Singapore DXC Technology Full time

**Profile**:

- Demonstrate leadership and sound business acumen, showing consistency among principles, values and behavior, thus building the trust and confidence of customers and business partners and following through on commitments
- Compliance to all policies, procedures and ethical standards
- Influencing Others.
- Builds effective relationships with colleagues, clients, customers and business partners.
- Excellent analytical skills
- Developing Others - Builds the skills and competencies of others and guides appropriate behaviors. Creates opportunities for the development and growth of others.
- Influencing Others - Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues, clients and customers.
- Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
- Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer

**Responsibilities & Activities**:

- Financial Management (Cost recovery and Tracking)
- Long-term planning to support the company’s goals
- Embracing new ideas and technologies to improve services
- Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals.
- Communications Management (SPOC for Customer and Account team)
- Create/document new procedures
- Knowledgebase Submit/Review/Approvals
- Leading a team of Supervisors, IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.
- Ensure weekly and monthly reports are delivered in a timely manner
- Managing technology vendors and service providers to ensure that the organization's technology needs are met.
- SLA Management
- Customer Satisfaction
- Audit and Records Management
- Standards and Policies Management
- Problem Management
- Escalation Management
- Disaster Recovery Management
- Security Management
- Process Improvement & Integration
- Adhere to all DXC Policies & Procedures - Including Security and SOBC

**Core Competency**:

- Ideally 2-3 years operations/client/people management experience in Call Centre or Service Delivery or Business Management
- Need managerial and planning skills experience, as well as skills in analysis, innovation, communication and negotiation
- Proven communication skills
- Need some in-depth knowledge of corporate organization and policies
- Proven ability to be strong team player, and sound leadership skills
- Power user in MS Word, Excel and PowerPoint

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