SM20200603: Operations Lead (Remote)
ERP21 Pte Ltd
Singapore, Singapore, Singapore
5h ago

Job Description :

The successful is to to lead, manage and drive the Operations Service Support and assist the Service Delivery Manager for each of the Organisation’s Managed Services outsourcing client

Major Responsibilities :

  • Responsible for managing all aspects of day-to-day operational Service Support
  • Work closely with all operational areas of their assigned accounts / business units
  • Ensure Incident Management processes are followed effectively (i.e. SRT’s escalation and notification)
  • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers
  • Assist the Service Delivery Manager in monitoring service delivery and Service Level Agreements ensuring that the Organisation’s obligations are met, issues escalated and prioritized
  • Coordinating Change Management activities as required
  • Working in conjunction with Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction
  • Assist the Service Delivery Manager with resource demand forecasting to plan and effectively deliver end-to-end services
  • Work with the Organisation’s Managers to interpret and plan projects and workload forecasts on an ongoing basis
  • Accountable for account service problems and prioritization of work requests for their monitoring specific customers
  • Work with the Organisation’s team to integrate new, enhanced and existing service offerings for the account
  • Take a positive leadership role in both the Organisation’s and customer businesses by demonstrating the Client’s core values
  • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to proactively support and improve the customer business
  • Qualifications :

  • Minimum - Bachelor’s Degree in Information Technology / Information Systems / Computer Science, Business IT or other equivalent university degree
  • At least 5 - 6 years of IT Outsourcing experience in the combination of the following fields :
  • Technical implementation
  • Project management skill set
  • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set
  • People management skill set
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