SkyLab ★ 3.1

Our rapidly growing company is seeking a dynamic Service Planning & Operations Manager to play a crucial role in overseeing the delivery of software services and managing business operations, particularly in customer interactions. This position requires a blend of leadership, operational oversight, and customer relationship management to ensure high- quality service delivery.This role is ideal for a strategic thinker who thrives on problem- solving and driving operational efficiency. You&039;ll be the linchpin connecting sales, operations, and customers, ensuring our business runs smoothly.
Key Responsibilities

Operational Oversight: Manage day- to- day service operations, ensuring efficient processes are in place for service delivery and customer support.
Team Leadership: Lead, train, and mentor service teams, fostering a culture of high performance and continuous improvement.
Escalation Management: Act as the primary point of contact for complex customer issues, ensuring timely resolution and communication.
Cross- functional Collaboration: Work closely with other departments to align service operations with broader business objectives.
Performance Monitoring: Analyse service metrics and customer feedback to drive improvements and meet service level agreements (SLAs).
Process Improvement: Identify opportunities for operational efficiencies and implement best practices to enhance service delivery.
Customer Relationship Management: Establish and maintain strong relationships with new and existing customers, understanding their needs and ensuring satisfaction with the services provided.

Yêu cầu công việc

Experience: Minimum of 3 years in a similar service operations or management role, with a proven track record in customer support and software delivery.
Understanding of virtualization technologies (e.g. VMware, Proxmox, etc.) is a plus.
Ability to work under pressure and meet tight deadlines.
Proficient in English (both written and spoken).
Familiarity with Agile and/or Scrum methodologies.
In- depth knowledge of customer service best practices and quality standards.
Good understanding of hybrid cloud, multi- cloud and private cloud deployments.
Good understanding of public cloud platforms (e.g., AWS, Azure, Google Cloud).
Detail- oriented with a strategic mindset.
Knowledge of DevOps practices is desirable.
Excellent communication and presentation abilities.
Familiar and experienced in using JIRA and Confluence.
Strong analytical and problem- solving abilities.
Excellent communication and interpersonal skills for effective team leadership and customer interaction.
Understanding of containerization technologies (e.g. Kubernetes, Docker) is a plus.
Proficiency with customer service software, CRM systems, and data analysis tools.
Proven experience with delivery of software projects to customers and ongoing support.

Public holiday and Annual leave in accordance with the Vietnamese labour law
Competitive package
Opportunities to challenge and develop your career
Professional working environment
Social insurance, health insurance, unemployment insurance as labor law stipulated
Opportunity to participate in stock option program.
Premium Healthcare

Cập nhật gần nhất lúc: 2025-01-08 19:00:03