Responsibilities:

• Manage and lead a team of Service Managers responsible for providing high quality of customer service to our top and strategic customers that subscribed to our suit of services under corporate Data, Mobile and Expan products.
• Provide next level of support to the Service Managers in regards to post sales maintenance support for our corporate Data products.
• Appointed as Service Manager to manage Platinum class of support for our top and strategic customers.
• Ensure all Service Managers to attend monthly performance meeting with customers and to track all commitments to customers are to be delivered accordingly to the committed timeline.    
• Develop, implement and document procedures and processes in order to ensure that Service Managers are conducted in the most cost effective and efficient manner.
• Manage resources in manpower, capital and operating expenses within each individual team. Ensure resources are used at the most optimum, efficient and cost effective manner.
• Continuously looking for new ways to improve the technical and customer relationship grade of services for our top and strategic customers and hence improving customer satisfaction.
• Establish training programme for Service Managers so that Service Managers are competent on existing services as well as new services.
• Manage change management requested by customer, ie, to oversee single or two circuits provisioning.

Requirements:

• The incumbent should possess an Electronics Engineering/Telecommunication Degree preferably majoring in communications with at least 2 years of relevant experience.
• Possess IP skill set and other WAN skill set (e.g.: ATM, FR, ILC, etc).
• Experience in managing a group of Project Engineers. Leadership quality is therefore an essence.
• He should have a passion for customer service and possess excellent customer handling skills. Possess good interpersonal and communication skill especially in having to work with different groups of people with diverse backgrounds internally as well as dealing with customers.
• He should be highly motivated and able to work independently under tight schedule.
• Possess commercial and business awareness.
• Strong in technical report writing and presentation skill.
• Able to travel for overseas assignment.