Job Description

We are looking for Technical Services Manager professionals to manage the successful execution of contracted managed services to the customers. You will also owns the delivery and operational relationship with the customers and is expected to develop and maintain strong rapport with key Customer stakeholders.


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• Serve as main escalation point for the customer, and ensure accurate and effective delivery of all contracted Services and SLAs
• Work closely with Program, Sales and Pre-sales teams to ensure effective delivery of additional infrastructure, software and services
• Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
• Manage the costs associated with the delivery of contracted services. Work with Program team to manage within the approved budget
• Develop and update maintenance plans, procedures, work instructions and other project documentation
• Take the lead during critical incidents; handling the needs of various stakeholders (e.g. customer, senior management, work teams) while ensuring issue can be resolved within SLA
• Identify operational risks that could compromise contractual commitments and work with the Technical Support Manager to mitigate them
• Manage sub-contractors and vendors, ensuring their services meet contractual commitments
• Ensure spare parts availability and manage stock movements
• Handle all hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
• Identify opportunities to grow service and revenue with assigned customer

• Bachelor Degree in Computer Science, Information Technology or Business Management with a minimum 5years of experience in service and project management in a service provider / systems integrator environment
• Excellent time management, decision making, prioritization and organization skills
• Good grasp of financial concepts and procurement process
• Solid understanding of business process management and improvement
• ITIL v4 Certified; IT Service Management practitioner
• PMP and/or Prince2 Certified will be an advantage
• Exposure in areas across Network, Infrastructure, Data Centre services, Application, Managed Services and Hosting projects