Service Operations Lead (IT Managed Services)

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To lead, manage and drive the Operations Service Support and assist the Service Delivery Manager for each Managed Services outsourcing client.

Responsibilities:

• The Service Operations Lead is responsible for managing all aspects of day-to-day operational Service Support.
• The Service Operations Lead will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.
• Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification).
• Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate Business implement actions to prevent reoccurrences of the same issue.
• Assist the Service Delivery Manager in monitoring service delivery and Service Level Agreements ensuring that 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 ensure can plan and effectively deliver end-to-end services. Work with Managers to interpret and plan projects and workload forecasts on an ongoing basis.
• The Service Operations Lead is accountable for account service problems and prioritization of work requests for their monitoring specific customers.
• Work in conjunction with the Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction.
• Work with Business to integrate new, enhanced and existing service offerings for the account.
• Take a positive leadership role in both and customer businesses by demonstrating core values.
• The Operations Manager may supply input to the customer Annual Technology Plan.
• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.

Requirements

• 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.

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open