Top 3 Reasons To Join Us
Hi-tech working environment
Young and dynamic colleagues
International experience
The Job
Our rapidly growing company is seeking a dynamic Service Planning & Operations Manager to play a crucial role in overseeing the delivery of software services and managing business operations, particularly in customer interactions. This position requires a blend of leadership, operational oversight, and customer relationship management to ensure high-quality service delivery.
This role is ideal for a strategic thinker who thrives on problem-solving and driving operational efficiency. You'll be the linchpin connecting sales, operations, and customers, ensuring our business runs smoothly.
Key Responsibilities
- Operational Oversight: Manage day-to-day service operations, ensuring efficient processes are in place for service delivery and customer support.
- Customer Relationship Management: Establish and maintain strong relationships with new and existing customers, understanding their needs and ensuring satisfaction with the services provided.
- Team Leadership: Lead, train, and mentor service teams, fostering a culture of high performance and continuous improvement.
- Process Improvement: Identify opportunities for operational efficiencies and implement best practices to enhance service delivery.
- Performance Monitoring: Analyse service metrics and customer feedback to drive improvements and meet service level agreements (SLAs).
- Cross-functional Collaboration: Work closely with other departments to align service operations with broader business objectives.
- Escalation Management: Act as the primary point of contact for complex customer issues, ensuring timely resolution and communication.
Your Skills and Experience
- Experience: Minimum of 3 years in a similar service operations or management role, with a proven track record in customer support and software delivery.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills for effective team leadership and customer interaction.
- Proficiency with customer service software, CRM systems, and data analysis tools.
- In-depth knowledge of customer service best practices and quality standards.
- Ability to work under pressure and meet tight deadlines.
- Detail-oriented with a strategic mindset.
- Proven experience with delivery of software projects to customers and ongoing support.
- Good understanding of public cloud platforms (e.g., AWS, Azure, Google Cloud).
- Good understanding of hybrid cloud, multi-cloud and private cloud deployments.
- Understanding of containerization technologies (e.g. Kubernetes, Docker) is a plus.
- Understanding of virtualization technologies (e.g. VMware, Proxmox, etc.) is a plus.
- Familiar and experienced in using JIRA and Confluence.
- Familiarity with Agile and/or Scrum methodologies.
- Knowledge of DevOps practices is desirable.
- Proficient in English (both written and spoken).
- Excellent communication and presentation abilities.
Why You'll Love Working Here
- Competitive package
- Professional working environment
- Opportunities to challenge and develop your career
- Social insurance, health insurance, unemployment insurance as labor law stipulated
- Premium Healthcare
- Opportunity to participate in stock option program.
- Public holiday and Annual leave in accordance with the Vietnamese labour law