This position is a stakeholder facing role, which requires to establish and manage expectations within the client business and drive support teams to achieve those expectations to a high standard.

The team lead is required to oversee the onsite resources/engineers and works with Helpdesk Team to enable the delivery of quality service to end users in retail business.

Responsibilities:

• Report to Regional SDM in Singapore
• Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed;
• Developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed;
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans;
• Provide regular and accurate management reporting on IT Service performance.

Requirements:

• Able to communication in English, for speak/listen/read/write;
• Past experiences in supporting retail customers is preferred.
• Good knowledge of ITIL disciplines;
• Willingness to support and mentor junior staff;
• Proactive, self-motivated, and able to take responsibility;
• Able to manage and prioritize and tasks and time efficiently;
• 1 year contract (renewable)

If you have the desire to join us, please send us your resume with your availability, present & expected salary to [email protected] / [email protected]

(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)