LEAD SERVICE MANAGEMENT Managed Security Services / Singapore

Responsibilities

1. Communicate effectively with all levels of the organisation

  • Manage customer expectations
  • Facilitate meetings
  • Plan, design and provide presentations
  • Prepare procedures, policies, reports and correspondence for the team
  • Collaborate with customers, staff, IT and other stakeholders to identify the direction and plans for strategic customer goals, assess impacts, consider available and emerging technologies, compare costs and benefits, and recommend solutions
  • Actively work with Sales and Solutions teams in developing winning service proposals and seamlessly assimilate new Support Service business into 'business as usual'

2. Oversee all aspects of the end-to-end service delivery managed by the Service Delivery Managers and Consultants

  • Manage and report all service support to best practice standards, achieve contract commitments, SLA's and OLA's and adhere to approved KPIs. Continuous service improvement is a key part of this role
  • Be the escalation point of contact for the SDMs and SDCs for internal obstacles or issues
  • Negotiate and collaborate with senior executives and internal staff to develop solutions and options
  • Work with customers to identify their goals and strategic direction
  • Develop and adhere to internal standards and strategies
  • Ensure adherence to approved methodologies such as ITIL v3
  • Provide oversight regarding metrics, budgets and resources
  • Coordinate resources, time, contingency plans and risk management

3. Provide strategic direction and planning for current and future business and technical changes, contractual obligations and legislative regulations

  • Identify opportunities to improve critical business processes
  • Assess external and internal impacts to define a course or direction
  • Anticipate organisational impacts and understand procedures associated with introducing new information technologies

4. Direct and manage staff

  • Develop and provide input to skills assessments and oversee personal development plans for the staff
  • Coach, manage and develop the staff by establishing clear goals, expectations and strategies for employee performance
  • Develop and administer performance reviews with measurable goals
  • Provide opportunities for staff to maintain current industry knowledge
  • Develop, maintain and track team budget
  • Ensure compliance across the team and designated customer base with corporate standards, policies and regulations
  • Establish and use metrics to demonstrate operational excellence
  • Develop and implement short- and long-term plans

5. Provide leadership to the team

  • Lead and champion organisational change
  • Encourage participation in activities that support relationship development

Requirements

  • Degree from a recognised university
  • At least 10 years' experience working with IT services in a service delivery capacity with a minimum of 5 years in management roles
  • Preferably CISSP certified. Candidates without CISSP certification will be required to be certified within the first year of employment
  • Deep knowledge in service delivery models and methods, specifically in ITSM principles and approaches, and ITIL 2007/2011 practices
  • Good inter-personal and communication skills
  • Project management experience, demonstrating leadership skills and a track record of managing technical/business staff, financial resources and external vendors
  • Capable in influencing people and effecting change
  • Experience in budget administration and leading process improvement initiatives
  • Able to establish and maintain high level of customer trust and confidence
  • Possess leadership skills to inspire, motivate and drive results through others
  • Able to work with ambiguity, and operate independently with little structure
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