Service Excellence Manager

To support in strengthening and accelerating the BS Services business growth/capabilities by playing a key role in the development, deployment and maintenance of consistent service support and innovation projects across Asia Pacific region.

• →Overall accountable for the service operation & management throughout the service's lifecycle in the region.
  • →Manage end-to-end service support issues/performance
  • →Optimize service support process/operations
  • →Continuous improvement: Proactively gather feedback from stakeholders and formulate improvement plan and tracking to implementation
• →Release Management: Lead, manage, test & communicate the release Service enhancements & bug fixes in APAC
  • →Evaluate and assess enhancement requests from Operating companies across the region
  • →Analyze and develop business case for review and discussion with Service Management Office HQ
  • →Plan, test, document & communicate to stakeholders in the region
• →Pre-sales deal support:
  • →Support region & OpCo deal engagements
  • →Assess & respond to RFP questionnaires related to Platform Cloud Security
  • →Support on other queries related to service functional capability, support model and System Integration
• →Service Operation:
  • →Work collaboratively  and partner with various teams (HQ, region and OpCo) to ensure customer satisfaction & service quality are consistent.
  • →Design and create plans of action for the various stages of the service support process.
  • →Track support teams' productivity & performance and address issues as they arise to ensure maximum efficiency and consistent service experiences in all aspects of service support (e.g support model/process, technology (backend integration), support performance etc.)
  • →Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices
  • →Manage production issue resolution by applying critical thinking, problem solving and working collaboratively with key stakeholders in HQ and OpCos
  • →When neccessary, launch new improvement initatives and projects that improve upon support-related processes to meet changing customer needs.
  • →Promote a customer-centric business approach
• →New product/service feature launch:
  • →Support the launch readiness of the new product/service components (Service support & operation stream)
  • →Conduct testing and develop documentation in the region
  • →Collaborate with HQ, region and OpCo stakeholders for the successful testing and launch of new products
  • →Conduct ad-hoc testing as required
  • →Lead the operational deployment of the new product/service feature
  • →Train the relevant teams in the region
  • →Lead issue resolution by working with all key stakeholders
• →Others:
  • →Lead continuous improvement process and quality management for improvement of existing services and takes care of the processing and implementation
  • →Work with relevant teams in understanding their products and services and how it can add value to existing/new services & solutions
  • →Communicate and convey expectations to relevant stakeholder internally & externally to reduce business risk and meet business objectives
  • →Prioritize work and activities assigned to ensure objectives and timelines are met.
  • →Present performance or initiatives/project status to Senior Management as required
  • →Work on other projects/initiatives assigned by manager

• Bachelor's Degree in IT or Engineering
• 12 years of experience with at least 5 years of global/regional experience in IT outsourcing, project management with strong system integration background
• PMP or PgMP certification
• ITIL v4 Intermediate certification is a plus
• Cross-industry experience with good organizational and planning skills
• Proactiveness & ability to inspire others to follow
• Proven experience managing internal and external stakeholders
• Proven experience managing failures, exceptions and expectations
• Strong understanding of outsourced managed services business and particularly delivery operations across functional areas - operations, processes, human resources, financial, contracts etc.
• Strong leadership skills - high level of drive, initiative, assertiveness; good communication (written/verbal) - across all levels
• Comfortable to work in a dynamic cross-cultural environment
• Hands-on, independent & adaptable individual
• Program/Project management skills in order to manage multiple complex project & service releases
• Strong understanding of service lifecycle with direct development, deployment or management experience in strategy, service, delivery or technology areas
• Proven track record working in a regional role across various levels of stakeholders