Responsibilities:
1、Maintain high performing service support functions including to the Customer。
2、Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
3、As owner of the escalation process the Operation Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and incident review.
4、Monitor, control and support the quality of service; ensuring systems, methodologies and procedures are in place and followed.
5、Developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
6、Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans.
7、Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
8、Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively.
9、Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
10、Provide regular and accurate management reporting on IT Service performance.
11、Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.

Qualities and Skills required Essential：
1、Bachelor’s degree or above, more than 2 years related IT working experience.
2、More than 5 people a team management experience; Large call center management experience is preferred.
3、Good knowledge of ITIL/PMP and service delivery, ITIL/PMP certification preferred.
4、Have a strong sense of honor and team spirit, work seriously and responsibly, good at finding problems and actively put forward suggestions for improvement.
5、Able to plan the overall situation, analyze problems, think independently and quickly.
6、Excellent team building and site management ability, able to deal with the emergencies in a timely and flexible manner.