Service Management Team Leader

Tổng quan về công việc và trách nhiệm

1. Lead & Manage a Service Manager Team - Motivate, animate and encourage good team spirit among the staff (1 to 1, team meetings, reporting, coaching, Team building) - Answers & contribute to resolve escalation from the team & customer - Contribute to career plan developement of the team members 2.Customer satisfaction - Ensure regional CSR KPI improvement - Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans - Help in managing customer demands to ensure maximum satisfaction and to maintain quality & company profitability 3. Drive Service management activities - Ensure Operation process efficiency (Incident, Problem, Change and Service Request management) - Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery - Define and monitor the service level (SLA) commitments in cooperation with Customer - Organize governance and service committee 4.Reporting - Lead Service management reporting production - Set Service management team targets with Asia COO & Asia CO manager. - Report to the ASIA BOD 5. Ambassador for Linkbynet (LBN) Spirit © - Share Linkbynet success experience & legacy - Be LBN spirit ambassador - Relay the local & regional messages & strategy - Ease the inter-site communication/cross cultural aspects 6.Multi-dimensional expertise - Contribute to Presales - Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement - Crisis management for major situation related to customer in his scope - Interact with senior management and external groups for planning and budgeting purposes. - Identifies opportunities to improve operational efficiency and productivity.