Operation Manager (IT Service)(English, Mandarin & Cantonese Language Support)

Key Responsibilities of the Position:

• Supervising the daily functions of the SMC team while ensuring optimal performance of infrastructure, systems, networks, and applications.
• Creating and executing policies, procedures, and workflows aimed at enhancing IT operations to boost efficiency and productivity within SMC.
• Overseeing the management of technology vendors and service providers to fulfill the organization's technological requirements.
• Leading a team of IT professionals, providing direction and support to achieve SLA and operational objectives.
• Maintaining a comprehensive understanding of the organization's business requirements and collaborating closely with clients to align IT services accordingly.
• Ensuring that all IT policies and procedures are current and compliant with industry standards and organizational regulations.
• Staying informed about the latest trends and advancements in IT operations management.
• Identifying opportunities for improvement in SMC related to personnel, processes, and tools.
• Offering support and insights to both internal teams and external clients.
• Exemplifying excellent communication abilities in Cantonese, English, and Mandarin.
• Proven capability to guide others in understanding, accepting, and managing quality work standards.
• Demonstrated success in driving and implementing enhancements to improve productivity within the role.
• Exhibiting the ability to make sound decisions based on accountability, judgment, problem-solving, prudent risk assessment, industry awareness, and a focus on customer satisfaction.
• Proven ability to foster working relationships characterized by respect and integrity, open communication, teamwork, negotiation, and effective customer relationship management across all staff levels and clientele.
• Ability to influence without direct authority and collaborate effectively with internal clients and stakeholders.
• Proven track record of leading high performance through example, initiative, ongoing learning and coaching, as well as recognizing and rewarding excellence in customer service.
• Strong relationship-building skills that encourage positive vendor interactions, facilitate new partnerships, and deepen existing ones.
• Ensuring SMC's adherence to audit, ISO, and general compliance and assurance activities.

Preferred Certifications:

• ITIL Foundation v4
• ITIL Specialist v4 Certification

Essential Skills:

• Degree or diploma in Computer Engineering, Information Technology, or a related field.
• 5-7 years of experience in IT Service Operations Management.
• Familiarity with ITSM tools, such as BMC Helix or equivalent platforms, is advantageous.
• Technical expertise and knowledge of IT infrastructure, networks, applications, and systems for effective management and troubleshooting.
• Outstanding communication skills for interaction with team members, senior management, and stakeholders.
• Strong leadership capabilities to effectively manage an IT team and enhance performance.
• Excellent problem-solving skills, analytical background, proactive mindset, and a focus on delivering exceptional customer service.
• Highly motivated, capable of multitasking, and possessing strong time management skills, along with being a team player.
• Required languages: English, Cantonese, and Mandarin.
• Cantonese fluency is essential.
• Competitive salary offered.

Experience Level Required:

• Mid-Senior Level

Job Location:

• Kuala Lumpur, WP, Malaysia.

Type of Employment:

• Full Time.