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Technical Service Operations Director

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

Classy Wheeler Limited is seeking an experienced Technical Service Operations Director to lead our network service solutions team.

About the Role

We are looking for a highly skilled and results-driven professional to drive the short and long-term operational strategy, ensuring end-to-end delivery of differentiated, excellent service. The successful candidate will lead and deliver KPI and business metrics results in multiple contact centers across multiple countries, driving client delight through responsive, value-added service performance management, partnering with account management teams.

The role involves partnering with Business Leaders & Finance on headcount planning and forecasting, performing root cause analysis around issues, and developing value-added improvement plans. Additionally, you will identify best practices/processes, ensure recovery plans where required, maximize revenue opportunities with service delivery, partner with critical teams and partners to drive results and manage performance, participate in client-facing interactions (escalation & new business opportunities), and ensure a set of operational practices are followed to assure quality and long-term health of the services your team owns.

Key Responsibilities
  • Define and drive the technical service operations strategy, ensuring delivery of high-quality service to clients.
  • Lead multiple contact centers across countries, delivering KPI and business metrics results.
  • Drive client satisfaction through proactive service performance management.
  • Partner with finance and business leaders to plan and forecast headcounts.
  • Analyze issues and develop improvement plans to drive value-added outcomes.
  • Identify best practices and processes, implementing recovery plans as needed.
  • Maximize revenue opportunities through effective service delivery.
  • Collaborate with key stakeholders to drive results and manage performance.
  • Represent the team in client-facing interactions and contribute to business development efforts.
Requirements
  • Experience in the SI and IT vendor industry.
  • ITIL foundations certification beneficial.
  • Strong expertise in service management and operational client management, including:
    • Client management and relationship building.
    • Tech-savviness with communication skills.
    • Project management experience.
    • Excellent interpersonal and team-building skills.

Estimated salary: $120,000 - $150,000 per annum, depending on experience and qualifications.