- Support the Operations Manager in overseeing daily operations, ensuring team KPIs are met consistently.
- Monitor the progress of field resources daily, ensuring timely job completion and closure.
- Take responsibility for leading team leads, including designing processes and workflows, managing service operations, and overseeing field service resources.
- Drive the achievement of internal team and contractual Service Level Agreement (SLA) targets, including recovery and improvement plans.
- Provide leadership and guidance on service delivery processes, ensuring alignment with service contracts and deliverables.
- Maintain high service quality standards across all aspects of service delivery, prioritizing customer satisfaction and team morale.
- Manage the team’s RACI framework, roles and responsibilities, workload distribution, and training roadmap.
- Oversee both internal resources and external partner workers, ensuring service quality and performance meet targets.
- Conduct regular operational reviews with the service team or individual members to identify and resolve issues effectively.
- Assist and advise field resources in handling escalation cases as needed.
- Manage work-related escalations involving clients and internal stakeholders when required.
- Prepare operational reports, analyze findings, and share insights with customers.
- Understand customer requirements and build strong, lasting relationships with them.
- Participate in meetings with the management team and external customer teams.
Requirements:
- A minimum of a diploma in IT or a related field.
- At least three years of leadership experience.
- Proven experience managing end-user support environments.
- Strong leadership and team management abilities.
- Exceptional problem-solving skills.
To apply, please visit www.gmprecruit.com and search for Job Reference:
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973