Service Operations Manager

7 months ago

Johor Bahru, Malaysia Dyson Full time

**Summary**:
**Salary**:
Competitive

Team:
Information Technology

**Location**:
Malaysia - Global Development Campus, Johor Bahru

The Dyson Business Services (DBS) organization provides process and service excellence to support Dyson’s growth ambitions with a goal of innovating and enhancing services over time to meet the changing needs of the business. This is a key role to provide the operational excellence in DBS Centre, driving the process improvements and automation in Finance Services. Our goal is to be the trusted and preferred partner with the Business. We act at the forefront when it comes to deploying technology to design scalable solutions. We are competent and passionate about work - highly resilient to challenges.

Our Workplace Technology Services (WTS) Team exists to:

- Deliver world class employee experience of delivery of IT Service Desk, collaboration, and end user compute services to Dyson’s global employees (circa 15,500 users)
- Drive continual improvement into the WTS processes and operations in line with Dyson’s growth.
- Establish and maintain strong relationships with the employee and business stakeholders, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.
- Work with project teams to help ensure new WTS and capabilities are successfully introduced to add value for the business and user community.
- Deliver service for workplace technology operations that ensure simple and effective solutions for end users.

About The Role

WTS Service Operations Manager

Reporting: Head of Service Operations (Workplace Technology Service)

You will be responsible for leading, directing and managing various aspects of WTS service operations to ensure the smooth delivery of our organization's workplace technology services globally. You will collaborate closely with internal teams (primarily WTS Tower Leads and WTS Customer Care Ambassadors) and external vendors to resolve issues, implement changes, and improve overall service delivery.

Key Responsibilities:

- Collaborate with WTS Tower Leads and WTS Customer Care Ambassadors to facilitate service delivery. These include incident resolution, change management, problem management, asset management, process improvement and project transition.
- Establish and maintain strong relationships with the WTS Customer Care Ambassadors, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.
- Coordinate and manage IT service requests, incidents, and changes through the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).
- Serve as the primary point of contact for internal stakeholders and external vendors regarding IT service operations, effectively communicating updates, escalations, and resolutions.
- Assist in the development and maintenance of IT service management processes and procedures, ensuring compliance with industry standards and best practices.
- Participate in regular service review meetings with stakeholders to discuss performance, service improvements, and upcoming changes or projects.
- Coordinate and execute routine maintenance activities such as software updates, license harvesting, and system patches in collaboration with relevant teams and vendors.
- Provide technical support and guidance to end-users as needed, escalating complex issues to appropriate teams for resolution.
- Document and maintain accurate records of IT assets, configurations, and service dependencies to support effective service delivery and troubleshooting.
- Contribute to the continuous improvement of IT service operations by suggesting and implementing process enhancements, automation solutions, and efficiency gains.
- Manage relationships with third-party vendors and service providers, ensuring adherence to contractual agreements and service level commitments.
- Evaluate vendor performance and conduct regular reviews to identify areas for improvement or optimization.
- Any ad-hoc task assigned by the manager (e.g. coordination of printer refresh and laptop refresh etc)

About you
- A bachelor's degree or related field experience.
- Proven experience in IT service operations and/or related roles.
- Strong understanding of ITIL framework and IT service management principles. ITIL certified is a plus.
- Proficiency in IT service management tools such as ServiceNow, Remedy, or Jira.
- Excellent communication skills, with the ability to effectively interact with technical and non-technical stakeholders.
- Exceptional organizational and time-management abilities, with a focus on prioritization and multitasking.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
- Experience working in a fast-paced, dynamic environment with a focus on delivering high-quality customer service.
- Ability to work independen

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