Associate Principal, Partner

2 weeks ago

Selangor, Malaysia Hiredly X Full time

Build and maintain strategic partnership with vendor.
- Drive and lead regular tactical and operational forums with respective vendors to escalate and address day-to-day challenges.
- Customer service oriented mindset and able to associate impact of operational problem to customer experience.
- Responsible to drive vendors to deliver new means of measurement units for KPI and SLA, benchmark vendor’s performance as well as services performance. Improve in vendor’s SRM performance via process, OLA, SLA

improvement initiatives.
- Strong governance and drive towards Managed Services Partner, ability to escalate when needed.
- End to end Partner and Revenue Mgmt Domain (Partner billing, Settlement, Roaming and Mediation, Revenue Assurance, Fraud Mgmt, Regulatory reporting) accountability, oversee service delivery from Managed Services Partner to ensure stability, effective, efficient, availability, timely and quality of IT Services within your responsibility.
- 24x7 Escalation OnCall, Lead and Drive Managed Services Partner
- Enforce IT and Security policies, procedures and process towards the Managed Services Provider
- Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations, and ensure the teams to comply with standards, guidelines and best practices.
- Continuously instill the exploration mindset to drive transformation and IT Capability Uplift jointly with Manage Service Provider

**; Requirements**:
- Minimum 8-10 years working experience in the related field is required for this position
- Basic knowledge in system administration (configuration, production activity) related to relevant fields
- Must possess at least a Degree holder in EE, Telecommunication or Computer Science
- Good communication, presentation and report writing skills
- Project management experience would be an added advantage
- For this role it is important for you to constantly have a customer mindset i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers
- You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems.
- Technology Acumen: Understanding how the technical infrastructure supports the business
- Strong track record of technology delivery
- Demonstrated success in creating a delivery organization using relevant tools and processes
- Good understanding of maintenance methods and processes
- Proven leadership and management skills
- Strong Leadership/ Team Building/ Decision Making attribute

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