VSK global is one of the world's emerging consulting and IT services company helping clients in industry achieve strategic and operational results through the use of technology. The company's success is based on its culture of working collaboratively with clients to develop innovative technology strategies and solutions that address specific business challenges.
VSK global is guided by a Singular Vision: To lead the Technology Convergence Movement.
We believe that through technology innovation today, we will find the solutions we need to address the challenges of tomorrow. From technology comes opportunity-for businesses to grow, for citizens in emerging markets to prosper by tapping into the digital economy, and for people to invent new possibilities
- Job Title : Managed Service Operations Manager
Location : Kualalumpur, Malaysia
Type : Permanent
Role required/Job title Managed Service Operations Manager
Role overview * To lead, develop, manage and motivate a team to deliver excellent customer service in line with contractual agreements.
* To take responsibility for the performance management of the team and individuals within it to meet productivity and service standards
Key responsibilities
PEOPLE MANAGEMENT AND DEVELOPMENT
* Manage the workflow and resources of the team to meet contractual obligations.
* Manage the sickness, vacation and training levels within the team in order to optimise productivity and quality standards.
* Coach, develop and motivate the team and team members to achieve their full potential.
* Own the full induction process for new employees/team members Ensure that all staff comply with all company department and customer policies and procedures, to include being available to help address personal issues that may affect performance at work.
* Review productivity and resource planning data to identify resource requirements
* Plan and implement effective training and development activities to meet contractual and business objectives.
* Manage motivation, reward and recognition processes which deliver staff satisfaction.
* Eliminate any single points of failure
OPERATIONAL MANAGEMENT
* Be available to assist with enquiries and escalations.
* Recommend and deploy service improvement activities.
* Effectively use our technology to manage customer satisfaction and quality.
* Monitor and manage all Service Now queues ensuring that quality and SLA targets are achieved.
* Deputise for the Head of Managed Service Operations
* Undertake ad hoc projects as agreed with the Managed Services Management team.
* Establish a thorough working knowledge of contracted service provision agreements.
* Utilises customer satisfaction feedback, to drive service improvement activity
* Operational ownership of new client and service transition activities into and out of Managed Services
MANAGED SERVICES DEVELOPMENT
* Work as part of a team to achieve the MS development plan objectives
* Influence Remote Service strategy and plans to benefit of all stakeholders
Must have skills/modules
· Understanding of Oracle Cloud/Fusion, Infrastructure, ERP/EBS, HCM, SCM, IaaS, PaaS, SaaS, DBaaS and TaaS.
· Minimum 12 years experience in customer facing IT role
· Managed a team size of minimum 20 direct reports
· Educated to GCSE level in English and Maths or equivalent
· Minimum of 2 years in Oracle support.
· Excellent individual / interpersonal management skills
· Understanding of resource and SLA management
· ITIL qualified
· Ability to plan, organise and fully utilise internal and external resources,
· Communication skills - the ability to communicate at all levels in verbal and written form
· Influencing and negotiation skills.
· Ability to maintain operational effectiveness in a highly pressurised environment.
· Good written and oral communication skills
· Flexible and Adaptable to change
· Master in Microsoft Excel Formula, Pivot Table and able to perform trending analyst based on raw data.
Perks and Benefits
18500 Malaysian Ringgits / Month
Recruiter Name:Mr. Vishnu
Email:hr@vskglobalinfotech.com
Address:JALAN USJ 25/1,47650 SUBANG JAYA,, JALAN USJ 25/1,47650 SUBANG JAYA,, SELANGOR, Malaysia - 47650
Telephone:380228384
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