Job Responsibilities :
Manage the operations teams, monitor the overall delivery status, and ensure that operations projects are completed on time, with high quality, and within budget, in compliance with SLA requirements.
Manage service contracts, familiarize oneself with service terms, and address issues such as SLA breaches, service expansions, service change requests, and service decommissioning. Have the ability to clarify whether customer requests are included within the scope of SLA.
Implement and continuously improve the operational service delivery process, adopting the latest industry best practices, and continuously summarizing and optimizing practices.
Assess and mitigate risks in service delivery, ensuring compliance with various security policies and standards specified by customers.
Act as the primary contact for clients related to service delivery, establish strong customer relationships, understand and address customer business requirements. Strive to achieve high customer NPS and satisfaction through quality service delivery.
Work closely with internal and external stakeholders, maintain transparency of information, and drive issue resolution.
Possess business acumen, able to collaborate with sales and other customer leadership team for potential business opportunities.
Have experience and capability in cultivation, able to design capability models based on the requirements of DAMO Managed Service, design training plans based on capability models, and promote the skills growth of team members. Ensure that team training and development are aligned with service delivery requirements and capability models.
Participate in daily operations and analysis work of the business line, optimize operational metrics.


Job Qualifications :
Over 5 years of experience in managed service projects, with the ability to manage multiple operations projects across teams.
Possess strong skills in client relationship management, understanding and meeting client needs.
Demonstrated proficiency in problem-solving and decision-making, capable of resolving issues under urgent and high-pressure situations.
Ability to influence others, with an open and inclusive approach to building team culture, capable of resolving team or client conflicts in complex scenarios.
Resilient in ambiguous situations, able to establish team goals and drive goal completion while maintaining alignment with business objectives.
Familiar with ITSM tools and methods (such as Zendesk, ServiceNow, PagerDuty).
Proficient in agile project management methods and related management tools (such as Trello, Jira).
Willingness to travel for client engagements and team coordination.
Bachelor's degree, relevant certifications (such as PMP, ITIL).
Fluent in English, able to communicate effectively with overseas clients.
Technical background is a plus.
职责描述：
管理运维团队，监控团队整体交付状态，确保运维项目按时、按质量、符合预算的完成，符合SLA要求；
管理服务合同，熟知服务条款，管控SLA的延期、服务扩展、服务更改、服务退役等问题。并且能够对客户提出的要求是否包括在SLA范围内进行答疑；
实施并持续改进运维服务交付流程，采用最新的行业最佳实践，并不断的总结和优化实践；
评估并减少服务交付中的风险，并确保遵守客户规定的各种安全政策和标准。
成为客户与服务交付相关的主要联系人，发展和维护稳固的客户关系，理解并解决他们的业务需求。通过优质的服务交付力争实现高客户NPS和满意度；
与内部的和外部的不同干系人紧密合作，保持信息透明，推动问题得到解决；
具备商业敏锐度，能够与销售和其他客户管理干系人配合，进行潜在的商机挖掘；
有培养他人的经验和能力，能够根据DAMO Managed Service的需求设计能力模型，根据能力模型设计培养计划，推动团队成员技能成长。确保团队培训和发展与服务交付需求和能力模型保持一致。
参与业务线日常的运营和分析工作，优化运营指标。
岗位要求：
5年以上IT管理服务项目经验，能够跨团队管理多个运维项目；
在客户关系管理方面具备良好的技能，理解并满足客户需求；
具备良好的问题解决能力和决策能力，能够在紧急情况和高压下推动问题得到解决；
能够影响他人，具备开放性和包容性，协同团队构建良好的团队文化，可以解决复杂场景下的团队冲突或者客户冲突；
对模糊的情况有韧性，在业务目标保持一致的情况下，设立团队目标，推动完成目标；
了解ITSM工具和方法（例如Zendesk、ServiceNow、PagerDuty等）；
熟悉敏捷项目管理方法，和相关管理工具（如 Trello、Jira 等）；
愿意为客户的参与和团队协调而出差；
本科学位，有相关认证（如PMP、ITIL）；
精通英语，可以无障碍和海外客户交流；
有技术背景为加分项。

其他信息
语言要求：英语
行业要求：全部行业