Key Words: System Integration, IT Infrastructure, Operations, Service Support, Solutions Deployment
Role: Technical Service Delivery and Operations Manager
Industry: IT Infrastructure System Integration
Function: Operations, Service implementation, Customer Support, Engineering
About Our Client
Our client is a leading end-to-end solutions integrator, harnessing their resources and specialized skills, with strategic partnerships and broad regional presence to offer expert integration solutions to businesses in the Asia Pacific. They provide expertise in Professional, consulting and managed services, offering capabilities such as platform integration services, and ICT solutions across different industry sectors.
About the Head of Service Delivery and Operations
Responsible for the Solutions Deployment and Maintenance Services P&L, managing the billable staff, i.e. billable consultants, engineers and project management team.
People management, including staff performance KPI setting, performance review, and people development.
Manage day-to-day country operations, including pre-sales support, post-sales consulting delivery, project management and day-to-day maintenance support services:
· Scheduling, assigning and planning of resources
· Managing, tracking of services revenue & P&L
· Working with 3rd parties – contractors, vendors and partners
· Build team competencies, training of staff in both technical and soft skills
· Keeping the team abreast of technology development
· Develop and maintain market best practice in service delivery
Responsible for service creation and provision. Lead, coordinate and managing team for specific opportunity. The team lead function would be within country; however, it could be a regional or global opportunity where coordination / management activity would cross regional boundaries.
Responsible to develop solutions in conjunction with sales and other team members, pre-sales, sales and solution team.
Responsible to position consulting & engineering services as required to strengthen relationship with customers by demonstrating ability to bring intellectual value and advisory; providing resolution for customers through quality analysis in partnership with customers.
Understand the customers’ business and IT strategy; map these requirements to industry trends, as well as with existing customer requirements where solutions have helped provide value.
Deliver consistent high performance and services with existing customers to reinforce branding and gain business advantage in leveraging on customer references.
Organize solutions and technical sharing events for knowledge management and sharing.
Look to identify and manage third parties that add value to proposed solutions; position as the strategic integrator providing a unique value proposition for our clients.
Degree in Computer Science, Communications, IT or other relevant field (or equivalent) with minimum of at least 10 years experience in network services and experience in consultative selling and relationship management within multi-national companies.
Engage and partner with customer and internal staff as required.
Work in a virtual team environment.
Identify and qualify revenue generating opportunities.
Draw upon experience and relationships to gain access to new accounts.
Experience in creating solutions for customers based on their business and IT initiatives rather than on an individual company’s product offering.
Proven track record in managing a Service Delivery team and achieving services quota.
Experience selling to, and management of, customers with managed services in the areas of IT Networks, Security and WAN Optimization.
Knowledge in network systems, network security, communications interfaces protocols, circuits, hardware and diagnostic tools.
Well-rounded knowledge in emerging digital technologies.
Strong communication skills in English and local language.
Strong customer service attitude.
Strong presentation skills.
Excellent diagnostics skills and good ability to resolve problems quickly.
People management skill.
Good conflict management and negotiation skill.
PMP and ITIL certified preferred.
If you are interested to learn more about the above job role or any other job opportunities, please apply to this job advertisement or alternatively contact the following consultant:
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