Customer Operations Manager

**WE’RE RECRUITING**

As one of the UK’s fastest-growing MSPs, we’re looking for a **Customer Operations Manager** **to join us

**Location**:Cyberjaya

**Salary**:Competitive Base + Benefits

**Job Type**:Permanent, Full Time

The Customer Operations Manager manages operational delivery teams in providing first-class managed IT services across a wide range of customers. Based out of Malaysia, this role has direct operational leadership of all Customer Operations Service Desk Engineers and the respective Team Leaders. This role is responsible for delivering high-quality, consistent and cost-effective service, reporting against appropriate metrics to ensure success and, as part of the wider Customer Operations management team, being the face of support both internally and to our clients. The role will work closely with UK principal service owner delivering operational capability and ensuring the success of Nasstar.

**Responsibilities**:

- Service Management Team Leadership:_
- Provide effective people management and technical leadership across delivery teams.
- Maintain a culture of quality in service delivery with a focus on customer satisfaction
- Maintain a culture of open communication with the teams
- Focus on team development and engagement to promote high retention rates
- Work with the Customer Operations Team Leaders to ensure appropriate resource coverage 24x7 across the teams
- As part of the Customer Operations management team, provide out-of-hours escalation support
- Service Improvement Planning:_
- Support a culture of continuous service improvement across the division
- Work with Service Delivery Management to support individual customer SIPs
- Operational Performance:_
- Report on defined KPI metrics centred around customer satisfaction and report performance by team
- Work with Customer Operations management to maintain adequate staffing levels to maintain effective customer support
- Support the development of and utilise system enhancements and tooling/automation to maximise service and quality
- Commercial Management:_
- Look for opportunities to reduce/control operating costs by utilising automation and tools.
- Work with the Customer Operations Teams to prepare submissions to payroll.
- Report where required against defined, meaningful customer-centric KPIs.

**What we are looking for**:

- Bachelor’s degree in a relevant field or substantial working experience.
- ITIL qualification or equivalent experience.
- Strong experience in leading teams in time-critical technical environments.
- Strong experience in customer relationships at all levels, including C level.
- Broad knowledge of IT environments, tooling, systems and business impacts.
- Excellent communication in English language skills, including verbal and written.
- Ability to design and manage complex organizational structures and teams to facilitate high-quality service delivery and operational efficiencies.
- Self-driven, collaborative approach with a desire to inspire teams and delight customers.

**What Success Looks Like**:

- Build and maintain effective technical teams to meet contracted requirements
- Create a positive culture in your teams based on professionalism and pride in excellent service delivery
- Support principal service owners in delivering services against agreed Service Descriptions
- Act as an escalation point and decision-maker for management issues.

**What you can expect from us**:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- Holiday: 20 days’ holiday, plus bank holidays
- Medical Insurance Enrolment: Will take place after probation is passed
- Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
- Travel & Parking Allowance
- Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful.
- Office Location & Environment: Working in a modern new office with good facilities in the immediate location.

**A note for agencies**: