Operation Lead

5 hours ago

Central Singapore Emprego SG Full time

**Location**

Singapore, Central Singapore

**Job Type**

Contract

**Salary**

$3,000 - $4,500 Per Month

**Date Posted**

7 hours ago

Additional Details

**Job ID**

3535

**Job Views**

2

**Job Description**:
Roles & Responsibilities

**Role: Operation Lead**

**Job Description:

- **
- Responsible for managing a team of professionals to design, implement, and maintain our service desk operations for the enterprise.

The position will be responsible for Reviewing and pulling insights from analytics and data,

Implementing change that anticipates and addresses customer questions, needs, and complaints.
**Primary Responsibilities**:

- Oversee the Other EUC Activities as applicable (Service Desk/End-user Support)
- Customer Relationship Management
- Regular reviews with Customer and internal teams/vendors as applicable
- Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
- Extensive knowledge on ITSM Tool Set (ServiceNow)
- Provide leadership to the EUC Team including coaching as required
- Call and Ticket Audits and provide Feedback to Service Desk agents.
- Reporting and MIS
- Oversee Projects
- OEM Vendor Relationship Management
**Business Skills**:

- Understanding of EUC and Desk Side Support / FSO Management
- Ability to work in a Matrix managed environment
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc
- Ability to understand best practices internally/externally on EUC related activities.
**Personal Skills**:

- Strong customer service skills
- Must be detail oriented and self-motivating
- Strong Written and Verbal Communication Skills at senior level,
- Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
- Flexibility with respect to time - client deliverables need to be met with a Can do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Must be detail oriented and self-motivating
- Ability to motivate people and teams,
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies
- Ensure quality and timely delivery of customer requirements
- Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritize, Working Under Pressure, Impartial - Working on behalf of Clients
**Technical Skills**:

- Capable of developing and implementing Customer Experience process
- Demand and Forecast analysis and understanding key Business needs/suggestions
- Audit/Periodic Reporting

Tags

operation

lead

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