Senior Technical Service Manager

XPAND GROUP

Technical Service Manager - networking

OBJECTIVE

Serve as IT expert for the service provided by the team
Develop standards and work instructions that support those standards
Coordinate and manage operational and maintenance tasks for IT services in area of responsibility
Specify operations requirements with the service provider and test and deploy new services in accordance with the service catalog
Verify service delivery of the service provider

ACCOUNTABILITIES

Responsible for planning, managing, monitoring and continuous improvement of the activities within the area of responsibility
Design and implement key performance metrics in order to improve functional efficiency
Deploy new service or changes in accordance with operations acceptance criteria
Responsible for operation of network infrastructure components, provide 3rd level support
Solve or escalate incidents and operating level breaches and prepare operating level reports
Define network infrastructure service requirements and operations acceptance criteria for service development projects and external providers
Leverage expert understanding of services provided to deliver high quality business solutions
Provide business and/or technology consulting support to customers and solution delivery partners
Mentor and provide guidance to Administrators and other Engineers
Leverage deep understanding of business and/or technology to proactively identify and prioritize solutions that drive business value
Manage and resolve complex issues and escalate them appropriately
Assure projects and/or activities follow all company and departmental policies, procedures, and standards
Develop and manage relationships with key internal users and vendors

Qualifications/EDUCATION/ EXPERIENCE AND SKILLS
Required:

Bachelor's degree and at least 8 years IT experience,
Good understanding of existing network systems and technologies
Experience in defining service levels
Strong experience in conducting change impact analysis
Experience in managing operational readiness requirements
Strong experience in service management processes with globally delivered IT services by sourcing providers
Experience in managing global suppliers and vendors
Experience in leading improvement activities, including planning, prioritizing and administrating work
Structured in communication and presentation to senior management and IT customers
Fluency in written and spoken English and Chinese

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