Managing business unit, operations and delivery teams with the highest quality/services to clients
Will be the face to all customer stakeholders and internal Emerio stake holders on Infrastructure service related activities
Experience in Team & daily operations management (People management, duty roster, training of resources, interviews etc)
Should be a Technology SME in any one of the Technology tower (Wintel + AD, Wintel + Exchange, Unix, Backup + Storage)
Ensure full compliance on Emerio Quality standards & service KPI’s while delivering the services to customer (Process compliance ISO 9000, Operational KPI’s and others)
Manage service improvement initiatives and activities to ensure optimal service execution; this includes development of actionable and strategic plans, leading remote & onsite teams to drive execution of the initiatives while effectively managing customer relationships
Hold customer meetings periodically to review SLA performance
Become the bridge between customer and operational teams and building confidence is key for this role
Manage multiple processes and projects simultaneously through effective collaboration
Define and manage the service onboarding requirements for changes in service levels, technology or overall function
Proactively recommend process changes as part of Service improvement on such aspects
Create and drive year over year service roadmap based on customer and partner needs
Identify and resolve gaps in supplier/vendor and/or partner approach to delivering the service, which could result in increased performance, reliability, and/or other aspects of service offerings
Supplier & contracts management will be part of this role that are related to the business unit
Drive problem resolution with external and internal partners as needed; provide relationship support to problem management function
This position will require updates to AVP, VP & Directors so candidate must be comfortable and have the self-awareness to effectively present to senior leaders
Master/Degree in Comp Science, IT Engineering, or related technical field
8-10 years’ experience in IT Services/IT Enabled Services industry is required
Preferably more than 5 years of managerial experiences
Previous experiences in managing service delivery for IT Infrastructure and Network support services for MNC companies
Previous experiences in supporting large enterprise customers
Any certifications in Network and Infra platform is highly desirable (e.g. CCNA, MCSC, Linux Redhat)
Proficient in any of the following technology towers (Wintel + AD, Wintel+ Exchange, Unix, Backup + Storage)
ITIL Certifications preferably
Able to work independently with minimal supervision
Always ready to pick up additional roles and latest technology/solutions
Ability to exercise substantial independent judgement
Should be able to manage multiple customers effectively & efficiently
A positive & proactive, service-oriented attitude
The role requires the person have the combination of skills in both Technology and service delivery Management
Knowledge to support sales during Pre-sales will be an added advantage
Being a matrix setup, the role demands multi-tasking capability
Works under minimal supervision and takes self –initiatives is delivering his/her responsibilities
Emerio, an NTT communication company, is a leading IT solutions and services organization with deep roots in South East Asia.
We provide a suite of solutions and a large stack of IT services to our clients in the Banking and Financial Services, Education, Government, Healthcare, Hospitality, and Social Services domains. With over 2,200 employees we have been providing comprehensive ICT solutions, provisioning and management of IT infrastructure and business applications, data analytics, data visualisation and IT professional services for the past 20 years.
Our brand values are REAL. Reliability, Efficiency and Adaptability is the basis of Long-term relationships with our clients.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases