The Head of Managed Services (MS) is responsible for leading a team of Service Delivery and Support Specialists to provide top-tier service and post-sales support to ViewQwest's Managed Service customers. The ideal candidate will have substantial experience in leading and developing a support team within a managed services environment.
Team Management: Lead a support team to provision, maintain, and repair complex network and security services for Managed Service customers.
- Pre-Sales Support: Contribute to the pre-sales process and act as a lead on support and service issues, strategy, and approach.
Performance Management:
Set clear objectives, evaluate progress, and cultivate a high-performance culture focused on teamwork, service excellence, and ownership of customer issue resolution.Process Improvement:
Establish, manage, and enhance standards and procedures within the team to ensure operational efficiency with minimal disruption, leveraging technology as appropriate.Skills Development: Manage team and individual performance, and facilitate technical and skills development.
- Communication: Foster open communication within the team, promoting and advancing ideas on improving team effectiveness.
Objective Alignment:
Communicate business objectives and targets to the team.Priority Management:
Review daily priorities and take necessary actions to achieve desired results.Product & Service Insight: Stay informed of new product developments in network technology, providing input and tactical direction on customer service and support challenges.
- Cross-Functional Liaison: Collaborate with internal functions, including sales, product management, engineering, network operations, provisioning, and other service functions.
Documentation:
Ensure high-quality, up-to-date documentation exists for all service arrangements.Test Lab Management:
Maintain test labs to agreed standards, ensuring all relevant testing is documented.Service Reviews: Participate in Service Reviews as required.
- Escalation Point: Serve as a point of escalation as needed.
Monitoring & Reporting:
Ensure all engagements are monitored and reported on efficiently and consistently, both internally and externally.
Leadership Experience:
Proven experience in leading and developing a support team within a managed services environment.Industry Experience:
Background in an Internet Service Provider (ISP) or Managed Service business.Time Management: Ability to manage multiple priorities and meet deadlines without compromising quality.
- Responsibility: Takes ownership of unresolved issues or escalations and ensures follow-up.
Change Management:
Experienced in driving change initiatives in a service environment.SLA & Operations:
Knowledgeable in Service Level Agreements (SLAs) and Operational Schedules.Business Development: Ability to identify Business Development opportunities.
- Technical Understanding: General understanding of Networking and Security technologies and solutions.
Relationship Building:
Capable of developing effective relationships internally across various levels and working closely with commercial departments such as sales and product management.Interpersonal Skills:
Strong interpersonal and communication skills.Knowledge Development: Experience in improving and developing the knowledge and skills of others.
- Initiative: Able to work independently to develop and grow the team.
Job Types: Full-time, Permanent
Pay: Php110,
- 00 - Php140,000.00 per month
Benefits: - Paid training
Schedule:
Supplemental Pay:
Ability to commute/relocate:
- Davao: Reliably commute or planning to relocate before starting work (Preferred)
Location:
* Davao (Preferred)
