Service Support Manager (Hybrid)  

Purpose

Implement MICTS strategies to achieve service excellence, operational efficiency, business profitability, and retention of people and customers.

Duties and Responsibilities

• Collaborate with Sales Business Unit, Solutions and Service Architect/s, Service Transition, and Service Operations to analyze client requirements, formulate proposed service design and architecture, and create service proposals.
• Support Account Managers in client presentations, negotiations, securing signed proposals, and service contracts.
• Track MICTS sales performance.
• Facilitate turnover to the Service Transition once the contract has been awarded.
• Research managed service competitors and market conditions.
• Create content and conduct communication campaigns to promote MICTS internally and externally.
• Coordinate with existing Service Clients to ensure customer satisfaction.
• Ensure timeliness, accuracy, and quality of reports and presentations shared with existing Service Clients.
• Collaborate continuously with Service Operations and Service Transition to analyze processes, forms, reports, etc. to identify areas of improvement and cross-selling opportunities.
• Contribute to the establishment of the most effective and efficient standards, processes, and policies in MICTS.
• Act as a document controller for existing Management Systems and Standards, ensuring that documents are reviewed, updated, and tested.
• Support Service Operations and Service Transition for both internal and external audits.
• Perform other tasks and duties as may be assigned by the MICTS Head.

Qualifications

Minimum Education

• Preferably with a degree in business administration, engineering, or communications.
• Master's degree or pursuing post-graduate studies is an advantage.

Minimum Experience/Training

• Preferably at least 1-year working experience or training in any of the following:
• business development, account management, product management, sales, or any related field in the ICT industry; or
• handling programs or projects; or
• government ICT procurement; or
• business analysis; or
• process analysis/improvement, and documentation.

Competency

• Excellent communication skills both written and oral.
• Excellent organizational skills and ability to multitask.
• Excellent presentation or storytelling techniques.
• Strong collaboration skills.
• Highly analytical and problem-solver.
• Ability to flourish with minimal guidance, proactive, and can handle uncertainty.
• Ability to meet deadlines.
• Proficient in Word, Excel, Outlook, and PowerPoint.