WHY JOIN US
We practice a vibrant & energetic office culture.
We provide opportunities for career advancement within the company.
Good performance is always rewarded accordingly.
JOB RESPONSIBILITIES:
WHAT YOU WILL DO:
Manage the execution, on-going assessment, and/or monitoring of Managed Services related to the following:
- Change Management and business transformation: processes, timeliness, and documentation
- Communications (regarding MS): with, and to, all key stakeholders where required
- Governance: Development and execution of Governance processes related to operations to facilitate achievement of its objectives
- Reporting: Periodic status updates to Astro Senior Management team on the Managed Services performance as obligated contractually with vendors
- Conducting of performance appraisals of direct reports
Manage and ensure stakeholder and end-user satisfaction with the systems and applications within the scope of Managed services via a regime of operational SLA metrics and supporting activities, that include the following:
- Overseeing to ensure that all SLA's meet contractual specifications
- Review vendor performance. Propose new SLAs where appropriate gain agreement on modified SLAs.
- Oversight of all Quality metrics and related approvals
- Explore ongoing process improvements for Managed Services operations
- Oversee that SLA related penalties, if any, (i.e. due to breach of SLAs) are consistent with the contract terms and administered in a fair and effective manner.
- Change Management process execution
- Compliance with Astro's policies in relation to contracts
- Manage the development of annual operational and budgetary plan, as well as the handling of contractual issues related to support and maintenance, under the scope on Managed Services.
- Ensure contract performance and process evaluation are reviewed periodically. Anticipate conflicts and provide requisite leadership in developing and executing a conflict management process to resolve issues with the vendors amicably. Work with Vendors Management to ensure resolution of all escalated issues.
- Identify, prioritize, and monitor all risks to minimize and control the probability, and/or impact, of unfortunate events, with well defined risk-mitigation strategies.
- Ensure that an exit-strategy is maintained and updated at all times to protect against potential contract-dissolution prior to end of contracted term.
- Guide and Mentor Managed Services team for better efficiency and productivity.
- Ensure Bill Delivery Timelines and Accuracy to support Business Stakeholders in nationwide delivery. Supporting Business for Voucher Creation, CAM requests timeliness/accuracy and IPTV Tier 1 support escalations to external vendors.
REQUIREMENTS:
WHO YOU ARE:
- Degree in Computer Science or Information Systems with at least 5+ years experience in large-scale outsourced vendor management
- SLA-driven operations management and good understanding of SDLC and migration of different billing and CRM systems.
- Ability to work with Business Stakeholders and Technical team across organizations
- Influencing skills in managing stakeholders and management
- Possess strategic thinking capabilities so as to keep the big-picture in view while managing vendor services.
- Ability to evaluate IT solutions via matrix organizations, strong contract and budgeting experience of above 5 years.
- Well verse on Bill Delivery, Pos Malaysia & printing industries.
- 5+ years Pay TV and/or Broadband/Digital experience in implementing and managing complex business systems, particularly CRM and Billing systems and industry eco systems.
