| Responsibilities
- Managing the quality and growth of the Infrastructure Servic...Responsibilities
- Managing the quality and growth of the Infrastructure Services team includes:
o Win new business;
o Customer satisfaction;
o SLA management and renewals;
o Successful delivery of Infrastructure projects;
o Maintaining high quality support levels.
- Managing the Infrastructure Services:
o Project and Consulting Resources;
o Managed Services Resources;
o Service Desk process, procedures and best practices;
o Service delivery with a high level of customer service satisfaction;
- Leading the Services department by:
o Taking action to fill in as needed as technical on-site engineer for end user issues (Level 1, 2, 3);
o Acting as needed as an on-site Project Manager to manage and deliver completed client projects;
o Acting as the customer manager of all issues relating to professional services delivery;
o Taking responsibility for overall China presales, project management, consulting & solution design.
- Managing the operations of contracts, service offerings, internal systems, policies, process and work instructions to ensure continuous improvement of services;
- Being the customer manager of all issues relating to professional services deliveries within Infrastructure Services team;
- Leading the Infrastructure Services team by example and be hands-on when required;
- Diagnosing, resolving/escalating, following-up and closing client ICT problems by applying appropriate solutions to achieve service restoration;
- Communicating with third parties (e.g. Telecommunications Providers, Internet Service Providers and Hardware/Software Vendors) during problem resolutions;
- Collaborating with the sales department as appropriate;
- Ensuring that client issues are satisfactorily resolved and “case tickets” closed in a timely manner;
- Managing team developing and KPIs, improving team members’ technical skills, moral and understanding of company processes and methodology;
- Managing invoices, operational reports on team performance and utilisation;
- Recommending and justifying the hiring of new services staff and/or contractors;
- Implementing ITIL standards to service desk team;
- Providing support for AVTech’s other team members, infrastructure and systems (China and overseas).
Skills, Experience, Qualifications and Personality Attributes
To help deliver AVTech’s strategy the successful candidate MUST HAVE the following skills, experience, qualifications and personality attributes:
? Skills & Experience
o Strong leadership skills;
o Hands-on operational support skills and flexible attitude;
o Highly developed interpersonal and communication skills;
o Presentation and facilitation skills;
o The ability to influence and negotiate outcomes ensuring win/win for all parties;
o The ability to adapt to a changing environment that requires proactive and innovative solutions;
o 7+ years experience in ICT support and/or project delivery (level 1, 2 & 3). Ideal technical experienced areas in current and/or previous roles may include;
？ HP/IBM/DELL server/storage hardware;
？ MS Windows 200x Servers;
？ MS Exchange 2003/2007/2010 Servers;
？ Virtualization solutions (ie. VMWare);
？ SAN/Storage solutions (ie. NetApp, EMC, etc.);
o 3+ years experience in an ICT leadership/management role;
o Excellent written and project documentation skills;
o Knowledge & experience in Service Desk and ITIL processes would be an advantage;
