Operational Excellence Lead

4 days ago


Subang Jaya, Selangor, Malaysia ZUS Coffee Full time
Job Title: Operational Excellence Lead

ZUS Coffee seeks a seasoned Operational Excellence Lead to drive process improvement and technical excellence in our IT operations team.

  • Job Summary:
    • The successful candidate will have extensive experience in IT operations or technical support management and be able to develop and implement strategic initiatives to improve operational efficiency.
    • This role requires strong leadership skills, excellent communication skills, and the ability to work collaboratively with cross-functional teams.
  • Key Responsibilities:
    • Operational Oversight
    • Oversee and coordinate five core IT functions: HQ and Retail Outlets Hardware and System Support, Application Support, IT Operations, Monitoring & Insights, Track and analyze IT issue/ticket volumes, trends, and root causes.
    • Develop and implement strategies to prioritize high-impact issues and improve resolution efficiency. Generate regular reports on service performance, system reliability, and support health metrics.
    • Process & Continuous Improvement
    • Establish and maintain IT operational standards, SOPs, and documentation. Develop and implement automation and optimization of recurring support tasks. Recommend and implement improvements to reduce incident volume and downtime.
    • Collaboration & Communication
    • Facilitate effective communication and collaboration between IT support teams, internal departments, and external vendors. Ensure alignment between technical support activities and business needs.
  • Requirements:
    • Bachelor's Degree: Information Technology, Computer Science, or a related field.
    • 5+ years of experience in IT operations or technical support management.
    • Experience managing cross-functional technical teams and remote locations (e.g., retail outlets).
    • Strong analytical skills with the ability to derive insights from support data.
    • Familiar with collaboration tools (e.g. Lark, Notion etc.).
    • Excellent communication and stakeholder management skills.

About ZUS Coffee: We aim to provide exceptional customer experiences through innovative technology solutions.



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