Job Description

• 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