Regional IT & Telecom services and solutions provider Job Description Deliver quality and improve the customer experience for VVIP customers. Build service relationships with VVIP customers. Single point of contact for escalated operations matters. Oversee day-to-day fault management for Critical or Escalated incidents. Provide regular updates and ensure timely fault resolution for Critical or Escalated incidents. Oversee the entire planned maintenance cycle for customer's critical services. Manage the performance of services to customers as agreed in the contract and ensure that the service levels are achieved. Conduct monthly network performance reviews covering the following: Previous meeting minutes Present monthly network availability report Develop improvement plan on prolonged outages, found no fault, repeated faults, chronic problems, etc. Update or review any improvement plan Achieve a high standard of customer service and retain the customer base with a stabilized customer network. Achieve a “Good and Excellent” survey score for the customer survey via CE customer survey and customer survey. Conduct the network performance review with customer(s) on a monthly basis to ensure that the performance of services to customer as agreed in the contract meets the service level agreement. Improvements in service availability (%) and reduction in fault tickets through implementation of service improvement plans; and improvement in subsequent survey score. Oversee the entire planned maintenance cycle for customer’s critical services by coordinating approval for maintenance work and notifications. Job Requirements Degree in Computer Science, Information Technology, Information Systems, Info-communications, Engineering, Science or its equivalent. Five (5) or more years of Service Management experience in an IT Service Management capacity. ITIL Service Delivery Certification is essential. Experience in creating or managing service processes and tools. Knowledge of ITIL and/or ISO. Lean Six Sigma (Yellow Belt). CCNA certification. Effective communication at all levels. Task-oriented, self-initiated, and objective driven. Proactive and strategic thinker. Ability to work independently under minimum supervision. Ability to lead, assess, and make timely decisions. Strong verbal, written, and presentation communication skills in English and Chinese. Good customer management skills. Good team player with experience in coordination with cross-functional teams. Knowledge of problem-solving skills.
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