- Bukit Merah Central Region (Singapore) Singapore
Full Time Managed Services Manager Jobs, Salary up to SGD 13,000 in INNOVATIQ SOLUTIONS PTE. LTD. Central Region (Singapore) - Maukerja
Managed Services Manager
INNOVATIQ SOLUTIONS PTE. LTD.
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Job Description
Responsibilities
Role Summary
Responsible for overall delivery of the MS solution. Acts as a management partner, an integral part and extension of the Customer's IT management structure. Is a Pivot between ITOC and the Account team for service-related issues, technical escalations and integration actions.
Demonstrates broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
Key Responsibilities
An experienced Program Manager and Escalation Manager
Responsible for the overall delivery of the MS solution and acts as the customer’s IT management focal for all service-related issues, technical escalations and integration actions
Serves as the point of contact within ITOC and is the remote service advocate within client
Is valued by MS Customer as a partner and integral part/extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load/tasking)
Partner with their customers to utilize industry best practices to ensure all other members of the client’s service delivery team are fully knowledgeable about their critical IT services and business objectives
Escalate calls to an extended level of support, which may involve:
Engaging additional technical resources, product engineering, the account management team, and/or senior management
Following client’s guidelines for escalation or engaging other resources sooner, if necessary, for problem resolution
Developing, updating, and distributing the Outage Communications and Action Plans
Engage Product Engineering when:
A customer’s technical problem has exhausted the capability of reactive support to provide a resolution, including, but not limited to, problem duplication
A design problem is apparent or highly suspected, or design-level expertise would be needed to determine the exact nature of the problem
The MS Delivery Owner is responsible for communicating and coordinating with customers and the account team during the engineering elevation process. The MS Delivery Owner is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.
Provide overall responsibility for the MS change process.
A change is an alteration to this MS service scope or deliverables (e.g. change in service levels or add or remove deliverables, products, version or configuration of product, volume of product(s), or site) that affects this MS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.
Required Skills & Experience
Certification - PMP/Prince2/ITIL Preferred
Prior experience in Managed Services with enterprise clients a plus
Knowledge of technology fundamentals and trends is essential.
Excellent ability to influence across and up – achieving/beating expected business outcomes
Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward
Client’s Corporate Citizenship: Partnership – Action - Innovation
Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.
Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking, and performance.
Accountability: Own and drive results with a sense of urgency.
Personal Development: Manage your career portfolio.
Innovation: Demonstrated passion and excellence by contributing to growth, cost savings, and simplification.
Consultative Drive: Recognized as a trusted advisor and leading expert.
Team Approach and Collaboration: Leverage strengths across the team to achieve optimal & expedited results.
Ability to understand risk and develop mitigation plans - knows how and when to accelerate for success
Has in-depth experience with key practices, processes, and methodologies applicable to project management
Strong business acumen, with experience working in a variety of industries and IT areas
Must have demonstrated aptitude to understand a variety of technical domains and strategies regarding opportunities, challenges, risks, and business impact
Agile approach in personal work style, with the ability to be flexible and adept in dealing with and resolving ambiguity
Excellent verbal, presentation, and written communication skills including creating usable documentation and tools
Established in September 2018 by 3 former senior IT executives, formerly veterans from large multi-national companies, with several decades of business experience in delivering large scale and complex IT solutions and integrations, Applications development, and top quality services.
Our Key Focus:
Responsible for overall delivery of the MS solution. Acts as a management partner, an integral part and extension of the Customer's IT management structure. Is a Pivot between ITOC and the Account team for service-related issues, technical escalations and integration actions.
Demonstrates broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
Key Responsibilities
An experienced Program Manager and Escalation Manager
Responsible for the overall delivery of the MS solution and acts as the customer’s IT management focal for all service-related issues, technical escalations and integration actions
Serves as the point of contact within ITOC and is the remote service advocate within client
Is valued by MS Customer as a partner and integral part/extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load/tasking)
Partner with their customers to utilize industry best practices to ensure all other members of the client’s service delivery team are fully knowledgeable about their critical IT services and business objectives
Escalate calls to an extended level of support, which may involve:
Engaging additional technical resources, product engineering, the account management team, and/or senior management
Following client’s guidelines for escalation or engaging other resources sooner, if necessary, for problem resolution
Developing, updating, and distributing the Outage Communications and Action Plans
Engage Product Engineering when:
A customer’s technical problem has exhausted the capability of reactive support to provide a resolution, including, but not limited to, problem duplication
A design problem is apparent or highly suspected, or design-level expertise would be needed to determine the exact nature of the problem
The MS Delivery Owner is responsible for communicating and coordinating with customers and the account team during the engineering elevation process. The MS Delivery Owner is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.
Provide overall responsibility for the MS change process.
A change is an alteration to this MS service scope or deliverables (e.g. change in service levels or add or remove deliverables, products, version or configuration of product, volume of product(s), or site) that affects this MS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.
Required Skills & Experience
Certification - PMP/Prince2/ITIL Preferred
Prior experience in Managed Services with enterprise clients a plus
Knowledge of technology fundamentals and trends is essential.
Excellent ability to influence across and up – achieving/beating expected business outcomes
Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward
Client’s Corporate Citizenship: Partnership – Action - Innovation
Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.
Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking, and performance.
Accountability: Own and drive results with a sense of urgency.
Personal Development: Manage your career portfolio.
Innovation: Demonstrated passion and excellence by contributing to growth, cost savings, and simplification.
Consultative Drive: Recognized as a trusted advisor and leading expert.
Team Approach and Collaboration: Leverage strengths across the team to achieve optimal & expedited results.
Ability to understand risk and develop mitigation plans - knows how and when to accelerate for success
Has in-depth experience with key practices, processes, and methodologies applicable to project management
Strong business acumen, with experience working in a variety of industries and IT areas
Must have demonstrated aptitude to understand a variety of technical domains and strategies regarding opportunities, challenges, risks, and business impact
Agile approach in personal work style, with the ability to be flexible and adept in dealing with and resolving ambiguity
Excellent verbal, presentation, and written communication skills including creating usable documentation and tools
Established in September 2018 by 3 former senior IT executives, formerly veterans from large multi-national companies, with several decades of business experience in delivering large scale and complex IT solutions and integrations, Applications development, and top quality services.
Our Key Focus:
- Industry Specific Solutions and Advanced Services (BSFI, Healthcare, Manufacturing and Public Sector)
- Niche Enterprise Business Solutions – where we could demonstrate our core skills in seamlessly integrating homogeneous hardware products with software applications
- Advanced IT Professional services - Digital Transformation, Data & Analytics, AI, Cloud Migration Services
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