Duty Manager overseeing online department operations at Coles. Ensuring customer satisfaction and supporting a team of Personal Shoppers in a retail environment.
About the role
- Regional Service Manager overseeing service delivery operations for A&O IT Group in Shanghai. Focused on managing onsite and remote services along with team leadership.
Responsibilities
- Manage day-to-day regional service delivery, ensuring all activities meet performance targets and SLAs.
- Ensure efficient and consistent execution of onsite and remote support services.
- Monitor service performance, handle escalations, and maintain a high standard of customer experience.
- Optimise operational costs and ensure adherence to contractual and service requirements.
- Track and report on KPIs, SLA compliance, service performance, and regional delivery outcomes.
- Identify operational risks and drive continuous improvement initiatives.
- Build strong relationships with internal stakeholders and regional clients.
- Act as a key escalation point for service-related issues and ensure timely resolution.
- Take full ownership of the relationship with customers based in country, ensuring consistent, proactive, and high-quality engagement.
- Provide day-to-day leadership and line management of the in-country engineering and service delivery teams.
- Oversee workforce planning, resource allocation, performance reviews, and skills development within the team.
- Coach and support engineers to drive performance and growth while fostering a culture of accountability, collaboration, and service excellence.
Requirements
- Proven experience managing regional service delivery and field operations.
- Strong background in operational and commercial management.
- Excellent communication and stakeholder management skills at all organisational levels.
- Demonstrated ability to lead, motivate, and develop high-performing teams.
- Solid understanding of IT service management principles, KPIs, and operational frameworks.
- Fluent in Mandarin & English (mandatory).
Benefits
- Hybrid work arrangement with 3 days a week at customer sites
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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