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Senior Manager, Services and Operations

Job Title: Senior Manager, Services and Operations
Contract Type: Permanent
Location: Singapore
Industry:
Reference: 2206001071W
Contact Name: Eileen Ma
Job Published: March 06, 2022 22:24

Job Description

We are seeking for a Services and Operation Senior Manager whose primary objective is to align with the business and collaboratively design, deliver, manage and improve the way businesses use information technology (IT) services. It is to ensure Operational Excellence and drive Service Quality and improve service levels to BT/PL teams across Application and Infrastructure Services. He/She will perform as Change Agent and responsible for communication and track/support delivery performance. Provide timely service updates to Senior Management Leadership Teams and support the TS Engagement (TSEs) to drive actionable Service Improvement Plans with BT/PL and TS Service Owners, escalation managements, vendor management, review process gaps and remediation effort, schedules and risk plan, and to influence the maturity of JJTS platforms and services.

The Services and Operations Senior Manager must have deep Service Excellence and/or execution experience within a highly matrixed environment and demonstrated excellence in the strategic leadership of enterprise-ready software applications/platforms including digital, sales force effectiveness, data and analytics, integrations, cloud computing and network services. This role will require extensive experience delivering and managing reliable solutions with a focus on high quality, operational excellence, and business value, supported with outcome-based measures.

The individual will have the following responsibilities:

  • Lead the deliver organizations to deliver SLA requirements in a timely and cost-effective manner and identify and recommend optimization whilst managing delivery scope and resources.
  • Actively participate in and drive key Customer Satisfaction initiatives, such as creating and managing a Service Delivery Scorecard.
  • Function as a customer contact, responsible for the delivery of all in-scope services and ensure performance goals are met
  • Develop and nurture an excellent Customer/Vendor relationship to achieve best-in-class customer satisfaction and be the Service communication focal point for the customer and all delivery organizations.
  • Manage Business and Business Technology Leaders (BTLs) escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
  • Ensure escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change
  • Reduce escalation volume by leading improvements plans - monitoring and developing dashboards to proactively monitor trends and business/BTLs escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
  • Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy and effectiveness of the processes
  • Extended partner for TS Service Lifecycle Management (SLiM) team to implement and deliver concepts of Service Maturity and initiatives from Customer Centricity program to ensure all TS services are delivered consistently with quality and customer experience in mind
  • Manage relevant stakeholders within the market, businesses, function, including timely reporting.
  • Responsible for integral solutions delivery teams for business/customer segments – including solutions architects, technical owners, application, and infrastructure support teams.
  • Build and sustain effective communications with all stakeholders in the company to achieve maximum client satisfaction
  • Manage programs to support the financial management activities for managed capabilities and support the TS Engagement Teams through productivity drives.

Major Duties & Responsibilities

  • Work with peer TSE Managers to drive commonality of operational metrics, governance & strategy for TS engagement & partnering with Business Technology.
  • Point of partnership with Business Technology leaders and the Product Manager role in shaping technology strategy to establish reliable technology and solutions to achieve efficient & effective delivery of business & customer value.
  • Ensure TS work product meets stated business needs and achieves desired outcomes.
  • Provide stable team support and point of escalation across all stages of the solution lifecycle to optimize value.
  • Coordinate with regional leaders to represent accurate global view.

Qualifications

  • Required Minimum Education: Bachelor’s degree in the field of Information Technology, Computer Science, Business or related field.
  • Required Years of Related Experience:
  • Business Experience: Minimum of 15 years of Operational Excellence
  • Technical Experience: 7-10 years of relevant Information Technology leadership experience

Required Knowledge, Skills and Abilities:

  • Strong command of the Agile methodology and provide guidance and be a point of escalation for scrum masters on his/her team. Building a strong network of senior leaders and collaboration across the enterprise will be important to the success in this role.
  • Strong understanding of Service Delivery Models and Frameworks
  • Knowledge of common support center metrics and ability to manage teams to key performance indicators
  • Strong leadership skills and proven ability to collaborate with different audiences representing various ITIL/ITSM disciplines
  • Excellent verbal and written communication skills, including the ability to effectively communicate complex and technical issues to a diverse audience with clarity and conciseness. Strong presentation, facilitation and communication skills and the ability to influence without authority are required.
  • Ability to partner and engage with a cross-section of people at multiple levels of the organization.
  • Demonstrated knowledge and experience with driving optimal results through data-driven decision making
  • Must be a results-driven with ability to effectively execute a variety of activities concurrently across local and global organizations. Ability to translate data into information for executive audiences.
  • Leadership capabilities and negotiation skills, as well as the ability to effectively assimilate and communicate complex information from multiple sources. Ability to recognize and lead the resolution of project issues and roadblocks.
  • Demonstrated success at converging seemingly diverse business needs in a decentralized enterprise for maximum fiscal responsibility, solution effectiveness and commercial impact.
  • Ability to work independently and influence without formal authority as needed.
  • Strong customer relationship skills and prior experience in a customer-facing role. Experience working with external partners to bring products/services to market strongly desired.
  • Must be able to motivate and inspire people and make tough decisions, when necessary, in a timely manner.
  • Extensive experience working with operations, infrastructure, call center and end user teams to achieve the goals of the sectors.

Required Years of Stakeholder Management Experience:

  • Minimum 8 Years

Preferred Knowledge, Skills and Abilities:

  • ITIL Expert certification (ITIL v3 or 4) preferred
  • Kanban System Design Training, Kaizen, Six Sigma (Black Belt), or other process improvement certifications

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