Head of Managed Services

ViewQwest is the fastest growing and dynamic brands in Singapore and Malaysia’s telecommunications industry. We strive to always be better by delivering consistent and outstanding service to our customers. Not only do we believe in our products and services, we are also passionate and proud of the work that we do.

Be part of the team that bring #BetterBroadband to everyone! Be Better, Join the Fastest!

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.

Key Responsibilities

• 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.

Candidate Profile

• 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.