Responsible to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service – in line with business or cost justification. Through these methods, a better relationship between IT and Business can be developed

• Responsible for maintaining a high-level standard when dealing with the company's IT services, and for foreseeing and troubleshooting any issues that may arise, either with the company's IT systems or a client's
• Single Point of Contact (SPOC) for Technology and Business Group for key external services quality and also on critical service quality issues such as degradation, customer complaints and etc. (excluding Incident Management)
• Leading for service continuity and improvement. Establishing priority, Service Level Requirement (SLR), Service Level Agreement (SLA), service growth tracking, necessary process and managing service life cycle.
• Ensuring Service Level Targets within the SLA is met and being owner/Driver/Initiator of service quality improvements both high level & end to end
• Owner/Driver for service management and enforcement by means of periodic Service Level monitoring, review, tracking & reporting of SLAs.
• Owner/Driver for periodic service quality/capacity audit (ex. Promotion, Sunset) on key services.
• Support Business Partners on Service Quality & performance.
• Support Commercial events such as strategic service launches, and tariff, etc.
• Support Commercial business strategy of revenue, cost and quality.
• Aware of company & customer benefit.
• Support/ Provide input for Service registration/define service class on Service Management Tool.
• Building strong relationships with stakeholder

• Minimum 5 years' experience in Mobile Telecommunication Business
• Knowledgeable in IT/ Telco Architecture and Application-Server-Database architecture.
• Proven experience and ability to apply IT Service Level Management based on ITIL
• Project Management & Process Oriented
• Proven track record in conducting service improvement programs i.e. to increase quality, the effectiveness of changes, and time to market and reduce problems or incidents.
• Experience in incident & problem management.
• Proven ability to manage customers and lead a small team effectively.
• Listen effectively to find the root cause of issues and communicator with the ability to translate technical complexity into simpler terms (or vice versa).
• Possess Service and customer-oriented mindset and business acumen.
• Interpersonal, mature character with high accountability, low supervision and assertiveness.
• Quick learner, analytic, & logical thinking and problem solving skills are needed.
• Structured planning and strong analytical skill; strong coordination skills
• Expert communication and presentation skills
• Good command of English