We are seeking an experienced IT Operations Manager with well managed services to oversee and manage our end-user computing environment. The ideal candidate will ensure the smooth operation of IT services supporting the end-user needs and drive continuous improvement to meet customer IT experience.
Workplace operation and delivery, which include in managing resources, assets, and professional services
- Experience in managing multiple workplace projects ranging from 3000 to 9000 end user environment
- Provide solution and improve operation process for workplace managed service project
- Possess the workplace operation know-how to operate onsite, service desk and understand the deliverables
- Responsible for SLA and service management
- Manage and coordinate urgent and complicated support issues. Act as the escalation point for all requests and incidents
- Determine the root cause and ensure proper communication to customers and incident report
- Drive ticket deep dive on issues and develop strategies for improvement
- Well versed in Asset management framework with experience in managing large volume of endpoint devices
- Manage weekly and monthly meetings with the team
- Conduct monthly reporting to customer and Fujitsu stakeholders
- Continuous service improvement with 5% YoY on cost optimization
Key Responsibilities:
- Asset Management: Oversee the tracking and management of IT assets, ensuring accurate inventory and lifecycle management.
- Automation experience: Identify opportunities for automation to improve efficiency to reduce manual repetitive tasks within workplace operations.
- Financial Management: Expect to manage cost centre and accounts operational costs. Driving new businesses revenue and margin during pre-sale stage.
- Vendor Management: Coordinate with external vendors for resource management and support of IT services.
- Compliance: Ensure compliance with IT policies, procedures, and regulatory requirements.
- Training and Development: Plan training and development opportunities for internal IT support team to enhance their skills and knowledge.
- ITIL Practices: Implement and adhere to ITIL best practices for IT service management, ensuring consistent and efficient service delivery.
Qualifications:
- Education: Bachelor's degree in information technology, Computer Science, or a related field.
- Experience: Minimum of 10 years of experience in IT operations, with at least 5 years in a managerial role. Critical thinking management
- Technical Skills: Proficiency in managing end-user computing environments, including hardware, software, and network systems.
- Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide a team.
- Problem-Solving: Excellent problem-solving skills and the ability to troubleshoot complex IT issues.
- Communication: Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.
Preferred Skills:
- Experience with asset management framework and practices.
- Knowledge of automation tools and techniques.
