Responsibilities

Responsible for team KPIs. Monitor and report KPIs.
Manage the service level agreements (SLAs) as stated in the master contract (MSA) in the areas of:
- Desktop support management
- Server support management
- Network support management
- Security support management
Manage BAU operations and ad-hoc projects at the customer sites
Manage project budgets vs actuals for project revenue and cost
Ensure service requests raised by customers are prioritized and delivered in accordance with the agreed timeline
Manage the customer’s expectation in term of service offering delivery
To be the Single Point of Contact (SPOC) for customers for on-going operations and projects
Act as a further escalation point for the Team Lead
Provide recommendation and execute improvement plan for managed Services (Service Assurance, including Risk Management)
Interface with customers on a need basis for service improvement and recovery
Ensure QA perform for the team, and take action when necessary
Manage and ensure team operation within budget (Capex and Opex allocated to team
Manage staffs that are stationed at the sites
Participates in the development, implementation, communication and enforcement of policies, processes, procedures, standards and guidelines
Involve with Team Leads to strategize on duty rostering or scheduling
Conduct regular review with Team Leads on team performance; management direction and announcement
Manage managed Services resources, including hiring, staff admin and welfare, maintain skills set and staff discipline
Manage the development of staffs while identifying suitable trainings for them, promote talent development, and staff retention
Report to senior managers on any issue that could significantly impact the business / operation

Requirements

Educated to a Degree level
At least 7 to 10 years of relevant experience in IT Systems (Windows Server 2019), including experience in managing project operation SLAs, P&L and resources
ITIL Certified, ideally with PMP
Preferably with experience across Microsoft System Center, Universal Windows Platform, Microsoft Active Directory, Veritas - Netbackup, Nutanix, Hyper-V