Smc & Production Services Manager

4 days ago

Bangsar South, Malaysia Tentacle Infotech Full time

**Job Title: SMC & Production Services Manager**

**Job Summary**:
The SMC & Production Services Manager is responsible for overseeing the day-to-day operations of the Service Monitoring Centre (SMC) and Production Services teams. This role ensures optimal resource allocation, operational efficiency, and compliance with SLAs, policies, and industry standards. The incumbent will lead continuous improvement initiatives, maintain operational readiness, and ensure that all documentation, processes, and procedures remain current and effective.

**Core Responsibilities:Operational Management**
- Oversee daily operations of the SMC and Production Services teams to ensure smooth and efficient service delivery.
- Develop, review, and implement operational policies, procedures, and best practices to enhance efficiency and productivity.
- Maintain up-to-date documentation, including workbooks, playbooks, manuals, and runbooks.

**People & Performance Management**
- Manage, coach, and develop team members to ensure consistent performance and adherence to SLAs.
- Conduct regular training and knowledge-sharing sessions to strengthen team capabilities.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Evaluate staff performance, identify skill gaps, and create development plans to enhance individual and team effectiveness.

**Stakeholder & Relationship Management**
- Work closely with business and technical teams to align IT operations with organizational goals and client needs.
- Build and maintain strong working relationships with internal stakeholders, clients, and vendors.
- Manage vendor engagements to ensure effective service delivery and continuous operational improvement.

**Compliance & Continuous Improvement**
- Ensure all SMC and Production Services activities comply with internal policies, ISO standards, and audit requirements.
- Identify areas for improvement in people, processes, and tools; drive initiatives to enhance service quality and operational performance.
- Stay abreast of industry trends, emerging technologies, and best practices in IT operations management.

**Leadership & Decision-Making**
- Lead by example, demonstrating integrity, initiative, and customer focus.
- Drive process improvements, quality initiatives, and operational excellence.
- Exercise sound judgment in problem-solving, risk management, and decision-making.
- Influence and collaborate across teams without direct authority to achieve shared goals.

**Qualifications & Requirements**:

- Diploma or Degree in **Computer Engineering**, **Information Technology**, or a related discipline.
- **5-7 years** of experience in **IT Service Operations Management** or a similar leadership role.
- Experience with **ITSM tools** (e.g., BMC Helix or equivalent) preferred.
- Proven leadership and people management skills, with a track record of team performance improvement.
- Excellent analytical, problem-solving, and communication skills.
- Strong time management, multitasking, and stakeholder management abilities.
- Proficiency in **Cantonese, English, and Mandarin** is required.

**Desired Certifications**:

- **ITIL Foundation v4**:

- **ITIL Specialist v4 Certification**

Pay: RM11,000.00 - RM12,500.00 per month

**Experience**:

- IT Service Operations Management: 2 years (required)
- ITSM tools (e.g., BMC Helix or equivalent): 1 year (preferred)

**Language**:

- Mandarin (required)

Work Location: In person

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