International Business Support Manager

Job Description:

The purpose of this position is to provide leadership, motivation and direction to a team of Data Center Engineers in order to deliver the best Business Customer Experience thus increasing customer delight whilst creating new business leads and opportunities.

Job Responsibilities:

• Leadership role in Data Center managed services organization, with deep focus on operational management for service assurance
• Manage Data Center vendors and partners of the Managed Service providers, ensure target SLAs and KPIs are achieved for service assurance excellence.
• Take ownership of Data Center performance issues particularly where they are cross-domain, create, design and lead a comprehensive Service Improvement Plan (SIP) to track and resolve the issue.
• Maintain and improve Data Center Customer Satisfaction score measured through CSAT semi-annually report.
• Apply Churn Management by executing proactive as well as reactive actions to keep customer satisfied and prevent them from churning away from service-related issues.
• Assist with evaluation of proposed new Data Center managed services solutions and work closely with
• Solution Design team to prepare standard and non-standard solutions that meet customer’s needs and requirements.
• Manage existing Data Center service capacity against actual utilizations to determine appropriate growth requirements. Explore and propose for new services or enhancements to existing services.

Job Requirements:

• Graduate with ITIL (minimum ITIL Foundation preferred)
• A minimum of 8 years’ industry experience with at least 4 years in an International IT / Telecommunications organization. At least 5 years in a Data Center management & Operations role.
• Preferably experienced in completing projects achieving the set timelines & budgets and in customer satisfaction initiatives & customer retention via proactive DC Service Management.
• Proven track record in successfully operating a Data Center maintain the SLA’s and achieving the targeted KPIs