summary

singapore
contract
full-time

specialism
information technology
sub specialism
infrastructure, network design & support
reference number
91M0219341_0035154137380624723

job details

about the company
Our client is a global leader in networking, IT, and cybersecurity solutions, offering innovative products and services that empower businesses and individuals to connect, communicate, and thrive in a digital world. Known for driving technological advancements, the company provides cutting-edge solutions in areas such as networking infrastructure, cloud computing, collaboration tools, and security, making it a trusted partner for organizations worldwide. ...

about the job
As the liaison between the customer and technical support teams, you will oversee all aspects of the service process, driving improvements and ensuring high standards at every stage. This role offers significant exposure to both internal teams and external customers, providing an opportunity to make a meaningful impact.

The ideal candidate possesses excellent project management and communication skills, demonstrating the ability to diplomatically influence, effectively manage relationships, and navigate challenging situations under pressure.

Serve as the single point of contact for operational issues, coordinating technical challenges and customer requirements.
Build and maintain relationships with internal customer management teams.
Represent customer needs to post-sales support teams and relevant organizations.
Oversee case management to ensure timely resolution (bi-weekly), following up on action items and providing customers with updates on escalated or priority issues.
Conduct and coordinate weekly conference calls to share status reports and present quarterly updates with an analysis of customer support needs.
Educate customers on organizational processes and procedures.
Deliver regular status reports to management.
Travel for quarterly customer site visits to review operational activities, customer satisfaction, and provide a gap analysis.
Manage customer-facing projects and internal complex service improvement initiatives.

skills and experience required

Possess a BS/BA degree or equivalent, with 3-5 years of experience in customer support, project management, or related business roles.
Exhibit strong communication, influencing, and presentation skills.
Demonstrate the ability to engage cross-functional resources to address and resolve customer issues.
Have a solid understanding of software tools used for reporting and research purposes.
Capable of utilizing tools to conduct customer satisfaction and gap analyses, and offering actionable recommendations.
Proficiency in technical/networking knowledge such as CCNA or equivalent.
Familiar with products, solutions, and project management concepts.
ITIL certification preferred.

To apply online please use the apply function, alternatively you may contact Dalpreet Kaur at +65 8450 8938 (EA: 94C3609 /R23111951)

As the liaison between the customer and technical support teams, you will oversee all aspects of the service process, driving improvements and ensuring high standards at every stage. This role offers significant exposure to both internal teams and external customers, providing an opportunity to make a meaningful impact.

Serve as the single point of contact for operational issues, coordinating technical challenges and customer requirements.
Build and maintain relationships with internal customer management teams.
Represent customer needs to post-sales support teams and relevant organizations.
Oversee case management to ensure timely resolution (bi-weekly), following up on action items and providing customers with updates on escalated or priority issues.
Conduct and coordinate weekly conference calls to share status reports and present quarterly updates with an analysis of customer support needs.
Educate customers on organizational processes and procedures.
Deliver regular status reports to management.
Travel for quarterly customer site visits to review operational activities, customer satisfaction, and provide a gap analysis.
Manage customer-facing projects and internal complex service improvement initiatives.

skills and experience required

Possess a BS/BA degree or equivalent, with 3-5 years of experience in customer support, project management, or related business roles.
Exhibit strong communication, influencing, and presentation skills.
Demonstrate the ability to engage cross-functional resources to address and resolve customer issues.
Have a solid understanding of software tools used for reporting and research purposes.
Capable of utilizing tools to conduct customer satisfaction and gap analyses, and offering actionable recommendations.
Proficiency in technical/networking knowledge such as CCNA or equivalent.
Familiar with products, solutions, and project management concepts.
ITIL certification preferred.

To apply online please use the apply function, alternatively you may contact Dalpreet Kaur at +65 8450 8938 (EA: 94C3609 /R23111951)

skills
no additional skills required
qualifications
no additional qualifications required
education
Bachelor Degree

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dalpreet kaur

+65 8450 8938

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it operations manager.

job details

skills

qualifications

education

the application process.

apply with randstad.

we'll contact you.

getting you registered.

compliance check.

reference and background check.

the perfect job for you.

the interview and negotiation.

start your new job.

get in touch

dalpreet kaur

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senior it manager - it help desk / service delivery

global oracle hr / hris manager

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