Regional Operations Manager (Field Server Support Operations)

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Our client has 40+ years of trusted IT Infrastructure Support for Mid-market and Large Enterprises with solid portfolio of fortune 500 clients predominantly in the financial services and manufacturing sectors.

ROLE & RESPONSIBILITIES

Operations managers are tasked with overseeing the organization’s day-to-day activities and provide leadership for daily operations for a major client.

Duties would include by not limit to the following:

• Managing local, and remote, teams of IT support engineers across multiple countries in APAC region.
• Participate in the recruitment process to select the most competent individuals.
• Setting staff schedules, formulating workplace standards and policies
• Ensuring that projects are completed on time and on budget.
• Assessed staff performances and workloads and issued warnings to employees delivering poor performances.
• Identify ways to reduce costs and improve efficiency.
• Ensure all rules and regulations are followed.
• Find ways to increase quality of customer service. Building and maintaining a healthy relationship with customer.
• Implemented new policies and strategies to enhance productivity.
• Diagnosed and resolved escalation that could not be resolved by Field Engineers.
• Take ownership of customers issues and follow problems through to resolution.
• Mitigating and solving escalations with urgency and determination.
• Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports.
• Building and maintaining a healthy relationship with customer.
• Ensuring that quality services are delivered with regards to the agreed SLA.
• Research and/or address any complaints or concerns reported and implement corrective measures as applicable.

REQUIREMENTS

• Proven work experience as Operations Manager or similar role.
• Proven experience in managing remote teams
• Leadership ability.
• Great team player.
• Knowledge of organizational effectiveness and operations management.
• Excellent communication skills.
• Understand the importance of time management.
• Good motivational skills.
• Strong negotiation skills.
• Outstanding organisational skills.

LANGUAGE REQUIREMENT

• English (Spoken & written)
• Any other language

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open