Total 16 Manager information technology job vacancies in Customer Service category in Australia

The Role

We’re recruiting for a Service Information Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.

This role aligns against IT Service Manager from the Government Digital and Data Framework.

The Service Information Manager is a key member of our Problem, Incident, Complaints & Escalation, Knowledge, Event management and Service Desk (PICKES) Team. Key responsibilities are to ensure that there is an open two-way communication path for MOJ Users, Stakeholders, Suppliers and Senior management to understand the status of MoJ IT Services.

This role demands a vigilant and initiative-taking individual who can provide proficient verbal and written communications at pace. Understand and listen to requirements of engagement and information sharing of others. Learning and improving their perspective of MoJ IT Services and Service Operations.

The successful candidate will have the ability to develop verbal and written comms by collaborating and building relationships with Product Owners, Business Relationship Managers, stakeholders, SME’s and so on.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

• Responsible for ensuring that comprehensive Incident communications are sent in a timely fashion, with key information as per the process to all relevant parties without delay.
• Responsible for developing the process and style of sending Incident communications, listening to other perspectives to make sure all parties requirements are met.
• Attend Incident or Problem bridge calls to obtain the latest information and status. With the ability to interpret the updates into meaningful communications.
• Support Incident and Problem managers update ITSM tool tickets and comms plans. Obtain additional information for them if required during an investigation.
• Work closely with the Product or Service Owners, Major Incident Management, Problem Management, Service Desk, and other relevant teams to understand requirements for information sharing and engagement for all comms
• Manage Distribution lists for comms channels, with regular quality and data checks.
• Manage Incident Broadcast channel (email and MS Teams), liaising with the relevant team members to obtain and provide support or answers to queries.
• Work with Head of PICKES to research new industry approaches to broadcasts and comms, Engage and learn from across other Gov departments and consider improvements to how MoJ Users at all levels are kept informed with timely and informative information regarding MoJ IT Services.
• Responsible for reporting and assessing volumes of comms sent, per channel and cost. Obtain temperature check on comms approach. Identifying any gaps or improvements.
• Develop KRA’s/ XLAs to measure success of responsibilities.
• Build relationships with other communication teams to learn from and understand their processes.
• Support the Tactical Incident team in the rare event of Critical Incident. This may require working outside normal hours but will be compensated with overtime.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Proven Communications or Service Information experience in an IT Service Desk environment.
• Excellent and extensive multiple style and channel communication skills.
• Extensive experience in writing and implementing communication plans.
• Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
• Evidence of active listening, being able to identify key points and actions in a conversation and being able to articulate them to others in a fashion all can understand.
• Awareness of ITIL frameworks and best practices within Incident and Problem Management.
• Able to work at pace with multiple priorities.
• Experience in identifying improvements to process and procedures.

Willingness to be assessed against the requirements for SC clearance

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

A key person to manage IT Services provides to client.

• Handle day-to-day operation
• Meet account SLA deliverables
• Manage customer escalation
• Manage operation team
• Manage operation cost
• Redefine current process to improve efficiency
• Daily/Weekly/ Monthly Reporting
• Escalation are managed and perform timely updates
• Ensure SLA and SLA reporting
• Manage partners
• Track cost and drive cost saving
• Work with Service desk team on reporting and SLA
• Define as required and work to continuously improve the HP and partner operational ecosystem supporting the accounts
• Coordinate as required with internal teams to ensure contractual service level agreements (SLAs) are met for all allocated accounts
• Oversee infrastructure upgrades, modifications and deployments with customer impact
• Own and manage all operations and delivery related conversations with the customer
• Work with internal teams to develop problem management framework and service improvement plans
• Act as a primary contact for customer queries and issues and put in place preventive actions to ensure customer commitments are met, and escalations are pre-empted
• Look end to end across service delivery management processes, as well as upstream and downstream processes
• Identify opportunities to streamline, track, eliminate duplication, automate or improve the as-is status
• Lead action planning to tangibly improve the above
• Act as required by the leadership team as a compliance/audit point of contact – including and not limited to audit engagements

Working hours: 9am to 6.30pm (Monday to Friday)

Location: Raffles Place

ByteBridge is a widely trusted innovator of IT services, including data center, enterprise IT, and unified communications. ByteBridge was founded by a team of passionate dedicated experts with a vision to achieve customer success through technology enablement. We bridge the technical gaps to help enterprises' vision come true and expand their business on a global scale. To date, ByteBridge has been trusted by some of the world's leading international companies.

Position Summary:

The Service Delivery Manager leads a team to ensure successful post-sales implementation and support for data center and IT projects. This role oversees technicians, engineers, and project managers, managing team workloads and setting priorities. With proven experience in data center design and infrastructure, the manager collaborates closely with customers and internal teams to address project needs, ensuring seamless service delivery and effective communication across Sales, Project Management, and Engineering.

Main Duties and Responsibilities:

• Take ownership of high-quality data center and IT service delivery, ensuring adherence to industry standards and client expectations.
• Develop and document training materials and best practices for your team.
• Manage SLAs, daily deliverables, and project milestones, supporting presales with data center expertise for project scoping and pricing.
• Oversee contractor selection, performance, and compliance; handle vendor interactions and maintain quality control on job sites.
• Coordinate internal and external scheduling to optimize project delivery, with clear end-of-day and project status reporting.
• Maintain, improve, and document service delivery processes, including contributions to customer statements of work and related documentation.
• Lead communication with GCs and subcontractors on construction sites, overseeing permitting and insurance requirements as needed.
• Facilitate team meetings and 1:1s to strengthen working relationships and discuss ongoing projects, team performance, and process enhancements.
• Required Skills and Experience:
• Strong independent thinking, written and oral communication, and customer service abilities.
• Proven experience reading and interpreting construction and technical drawings.
• Expertise in large-scale data center and corporate IT environments, including systems planning, engineering, and network knowledge.
• Vendor management experience with the flexibility to adapt to shifting priorities, meet deadlines, and perform under pressure.
• Demonstrated problem-solving skills and the ability to quickly learn new software applications.

Qualifications:

• Degree in electrical, mechanical, or IT-related fields preferred; equivalent work experience accepted.
• Minimum 3 years of management experience, with 4-6 years in a Service Delivery Manager role or similar.
• Preferred Technical Skills:
• Project management and certifications such as CDCD, CDCP, CDCM, CDCMP, or ITIL.
• Experience with cabling installations and certifications (BICSI, A+, etc.).
• Familiarity with audio-visual systems installation and construction management.

Position: IT (Infomation Technology) Assistant Manager

Working Location: North-east region

Working Hours: 8am - 6pm

Working Days: 5days

Salary Range: $6500 - $7500

KEY ROLE(S), RESPONSIBILITIES AND DUTIES

• Support and responsible for IT Project from conceptualise to Delivery stage.
• Manage 3rd party vendors to ensure service and support are delivered in accordance with the service level agreement.
• To assist with procurement and maintain up to date inventory tracking.
• Analyze, design, program, test, document and maintain IT systems or applications which align with business needs by using SQL script/other software tools.
• Responsible to ensure the accuracy of all necessary analysis tools and report that provide to management for analysis in optimal decision-making.
• Support the launching of new frontend or backend systems, IT relevant projects, resources and vendor management.
• To ensure that the communication links between the various offices and stores are in optimal working condition, including maintaining and managing an effective fault reporting system.
• To maintain and ensure system security and data integrity.
• To ensure all transactions pertaining to System are properly completed within the cut-off date before performing month-end process.
• Support and assist in change requests and application enhancement to the ERP system.
• Handle ad-hoc IT projects whenever required.

JOB REQUIREMENT:

• Minimum Degree/Diploma in Computer Science or related field.
• Minimum 5 years of working experience in technical support in ERP system, as well as the
• Experience with Servers Backup and maintenance.
• Oversee IT services and operations, network infrastructure and telecommunication service, as well as handle the full spectrum of ERP system.

SKILLS, KNOWLEDGE AND EXPERTISE

• Expert knowledge of Microsoft D365 modules is a MUST.
• Working Knowledge and experience with Windows Servers, Microsoft Office (including Outlook),
• Active Directory, UNIX, Router, and Network Switches.
• Knowledge and experience with Microsoft Exchange, Microsoft SQL Server 2008/2014, includin writing script, stored procedure and setup SQL and Navision System and Firewall is required.
• Working knowledge of web technology and programming knowledge in Java & VBA.

WhatsApp: +65 9642 0989 (Han)

Email: supreme.cc.han@gmail.com

Chaw Chiaw Han, Reg No：R22106723

The Supreme HR Advisory Pte Ltd, EA No：14c7279

• Oversee the in-house IT flow, ensuring high levels of staff satisfaction through timely and effective support
• Assist with helpdesk support tasks
• Coordinate, plan, and oversee IT-related activities and service delivery to ensure seamless operation and alignment with organizational goals.
• Ensure effective project and change management to deliver solutions that meet technical, functional, performance, and business requirements.
• Collaborate with internal teams and vendors to propose comprehensive technical solutions and key performance indicators (KPIs), ensuring vendors meet contractual obligations for successful project delivery.
• Maintain compliance with established enterprise technology practices and project management standards, ensuring quality and consistency.
• Track key project milestones and adjust project plans and resources as necessary to meet team objectives and deadlines.
• Oversee IT assets, inventory, and documentation to ensure accurate records and efficient operations.
• Facilitate communication across all enterprise areas that affect project scope, budget, risks, and resources, promoting transparency and coordination.
• Manage IT procurement processes, including obtaining quotations, entering procurement details into systems, and ensuring efficient procurement workflows.
• Prepare, consolidate, and review reports and documentation to support project tracking, decision-making, and continuous improvement.
• Perform additional tasks as assigned by management to support overall IT and project operations.


Requirements
• Bachelor’s degree in computer science or IT
• Minimum 8 years of working experiences in IT service delivery or related
• Experience with Microsoft products
• Demonstrated knowledge in Networking, System Administration, cloud-based infrastructure and Cyber Security is a plus
• Knowledge in IT auditing is an advantage
• Team player who can work independently and work well under pressure
• Resourceful, self-motivated, proactive, organized and adaptable to fast changes
• Good communication skills and able to prioritize tasks effectively

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

What you'll do:

• Establish and monitor company user operation metrics, ensuring an efficient operation system.
• Plan and implement the operation of the company's Customer Data Platform (CDP).
• Develop and implement user growth strategies, and understand the user acquisition, conversion, and retention funnel to optimize and improve the quality and quantity of user conversions.
• Design and test strategies to enhance user engagement and conversion in different scenarios and functionalities, based on data analysis.
• Translate business requirements into specific product requirements, and communicate with technology, product, and on-site teams to launch new features.
• Lead the central team and collaborate with local teams to plan, execute, and implement user journeys.
• Collaborate with the R&D team to create user profiles, user tags, and user event roadmaps and operation systems.

What you'll need:

• Familiarity with the construction, maintenance, and use of at least one CDP platform.
• Proficiency in the use and operation of at least one Marketing Automation (MA) tool.
• Knowledge of user lifecycle management and membership system construction.
• Excellent bilingual communication skills, with fluency in English.

Industry Experience :

• Background in the e-commerce industry, preferably with experience in platform products, membership products, and operations.
• Ability to work in a multilingual environment.

Position Experience :

• Over 5 ～ 10 years of experience in user operations, with at least 3 years in a managerial role.
• Proven track record of successfully leading large-scale user operation projects, with the ability to independently formulate and execute operational strategies.
• Strong team management and cross-departmental coordination skills, capable of efficiently integrating resources to achieve goals.
• Excellent data analysis and decision-making abilities, with the capacity to drive operational strategy optimization and improvement through data insights.

Significant Experience in Information Governance and subject matter knowledge are essential for this role. NHS Information Governance and/or working in a Primary Care setting are desirable but not essential. Due to geography and spread of our service you will be required to have a flexible approach to work and be able to travel on occasions to various sites across Wales as required; this may require overnight stays. Managing the Delivery of the DPO Service across NHS Wales. You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac You will be working as part of a dynamic and friendly team to raise the profile of data protection and information governance by supporting GMPs and Pharmacies across Wales. This rolewill have a base of any of our DHCW Offices. Part-time, job share and/or flexible working options are also available.

Job Summary:

We are seeking a dedicated and skilled Team Lead for team of Technical Analyst to join our first level response customer support team. The ideal candidate will provide exceptional technical assistance to our customers via chat and phone, ensuring timely and effective resolution of their issues. This role requires excellent communication skills, troubleshooting and technical expertise, and a customer-focused approach. The Candidate should have people management skill to support team in team development and provide guidance during critical situations by effective decision-making and managing escalated cases.

Key Responsibilities:

• Effective triaging of Australia based customers’ requests or issues raised via service now, mails or calls.
• Oversees the daily operations of the team. Manage the scheduling of shifts, assigning tasks, and ensuring adequate coverage for support hours.
• Diagnose and troubleshoot critical technical problems, providing clear and concise solutions.
• Support in performing regular system health checks, user ID maintenance, system performance tuning, capacity planning.
• Manage or escalate complex issues to the appropriate department or personnel when necessary and track till the closure by collaborating with other team members.
• Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow.
• Follow up with customers to ensure their issues are resolved and achieve customer satisfaction for the tickets handled by team.
• Liaise with Management and ensure the team operations are aligned to the organization’s goal. Timely basis, compile and analyze data related to team operations and share with management.
• Maintain up-to-date knowledge of the company’s products, services, and support policies.
• Ensure IT operation processes comply with company policy requirements.
• Train team members on company policies, procedures, and technical skills. Conduct training sessions to keep the team updated on new technologies and best practices.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency.
• Manage and mentor IT Team, providing guidance and support to ensure their professional development and effective performance.
• Proactively identify recurring issues or inefficiencies within the team operations and propose solutions or improvements to enhance service delivery and customer satisfaction.
• Assist in upgrading/migrating systems and software to ensure secure, reliable, and stable operation of the end-user computing environment.

Job Summary:

The Service Delivery Manager will lead and manage the transition of IT services, processes, and projects, ensuring a smooth and efficient changeover with minimal disruption to operations.

The role will involve working closely with various stakeholders, including client project teams, and senior management, to deliver successful transitions that meet business objectives.

Key Responsibilities:

• Develop comprehensive transition plans, including timelines, milestones, and resource allocation.
• Manage the execution of transition plans, ensuring adherence to timelines and budgets.
• Collaborate with clients, project teams, and senior management to understand transition requirements and objectives.
• Communicate progress, risks, and issues to stakeholders, providing regular updates and reports.
• Identify potential risks and develop mitigation strategies to address them.
• Monitor and manage risks throughout the transition process.
• Manage and allocate resources effectively to meet transition objectives.
• Develop and implement change management plans to support smooth transitions.
• Ensure that all stakeholders are prepared for and can adapt to changes.
• Monitor the performance of transitions against defined success criteria.
• Obtain the sign off from client after transition is completed.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Proven experience in managing IT service transitions / IT Delivery manager / Service Delivery Manager or similar projects is Mandatory.
• Strong project management skills, with experience in using project management tools and methodologies.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strong analytical and problem-solving abilities.
• Relevant certifications (e.g., PMP, ITIL) are a plus.
• Experience working with government projects would be a plus

Job Summary:

The Service Centre Manager is responsible for managing the post-sales service operations for end-user computing products and services. This role involves ensuring a superior customer experience, managing post-sales deliverables, and leading a team of service professionals to meet and exceed service quality standards.

Key Responsibilities:

Customer Experience Management:

• Ensure a high level of customer satisfaction by delivering prompt and effective post-sales services.
• Handle customer complaints and escalations promptly and professionally.
• Conduct regular customer feedback surveys and implement improvements based on feedback.
• Develop and implement customer service policies and procedures to enhance customer experience.
• Post-Sales Service Management:
• Oversee the post-sales service operations including repairs, maintenance, and support for end-user computing products.
• Coordinate with other departments (e.g., sales, logistics, technical support) to ensure seamless service delivery.
• Monitor and manage service level agreements (SLAs) to ensure timely and quality service delivery.
• Maintain accurate records of service activities, customer interactions, and issue resolutions.

Team Leadership and Development:

• Lead, mentor, and develop a team of service professionals to achieve high performance and service excellence.
• Conduct regular training sessions for the team to keep them updated on the latest products, services, and customer service techniques.
• Set performance goals, conduct performance reviews, and provide constructive feedback to team members.

Operational Excellence:

• Optimize service processes to improve efficiency and reduce turnaround times.
• Implement best practices and continuous improvement initiatives to enhance service delivery.
• Ensure compliance with company policies, industry regulations, and safety standards.

Reporting and Analysis:

• Generate regular reports on service performance, customer satisfaction, and operational metrics.
• Analyze data to identify trends, areas for improvement, and opportunities for service enhancement.
• Present findings and recommendations to senior management for strategic decision-making.

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in a service management role, preferably in the IT or end-user computing industry.
• Proven track record in managing post-sales service operations and customer experience initiatives.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Proficiency in using service management software and tools.
• Strong analytical and problem-solving skills.
• Customer-oriented mindset
• Strong organizational and multitasking abilities
• Ability to adapt to changing circumstances and manage multiple priorities
• High level of integrity and professionalism
• Strategic thinking and ability to drive process improvements

The Centre for Digital Enablement (CoDE) drives initiatives within SIT. It works with various stakeholders, both internal and external, in upskilling digital literacy across the organization through literacy programmes and digital innovation projects in relation to the Digital Learning Spaces (DLS).

The Assistant Manager will be part of the curriculum team responsible for the development and delivery of digital literacy programmes to students and academic staff as part of the institutional drive towards digitalization. He/ She may also participate in and manage student projects which includes mentoring and facilitating student learning during the project.

Key Responsibilities

E‐Learning Development

• Design and develop e‐learning content aimed at effective knowledge transfer and retention.
• Manage project requirements, stakeholders, and supervise student developers and/or manage vendors to ensure the timely delivery of content and resources.
• Administer the e‐learning assets and assist on the setting up of course sites in the Learning Management System (LMS).

Collateral Design & Publicity

• Design and create collaterals or materials for CoDE’s programmes and initiatives.
• Design and create compelling publicity materials, including eDMs, to promote CoDE’s events and initiatives.
• Design and create CoDE’s newsletter and administer CoDE’s SharePoint site to keep stakeholders informed and engaged.

Events Coordination

• Plan and manage various events hosted by CoDE, such as talks, workshops, and hackathons.
• Coordinate logistics, including venue booking, speaker arrangements, attendee registration, post‐event reporting, etc.

Job Requirements

• A diploma or degree in learning/instructional design, multimedia design, educational technology, or a related field.
• Preferably 2 or more years of relevant working experience in learning/instructional design, multimedia design in an education setting, or similar.
• Proven experience in designing and developing e‐learning content, preferably in a corporate training or educational setting, and managing e‐learning projects from conception to completion, including stakeholder engagement and project coordination.
• Proficient in e‐learning authoring software, such as Articulate Storyline360, iSpring, or similar.
• Proficient in multimedia production software such as Adobe Creative Suite (e.g., Photoshop, Illustrator, Premiere Pro) for creating engaging visual and interactive content.
• Familiar with learning management systems (LMS) and experience administering elearning assets on such platforms. Familiarity with Brightspace (D2L) Learning Management system will be an added advantage.
• Good interpersonal skills and ability to work independently, as well as within a team.
• Ability to manage multiple projects and meet deadlines, while maintaining quality standards.
• Inquisitive, organised, and meticulous, with the ability to navigate quickly through an evolving environment.

The successful candidate will be offered an 11-months contract.

At Oxford Instruments, we push the boundaries of what’s possible, helping our customers achieve the breakthroughs that change our world. Whether it’s developing technology for a greener economy, designing devices that enhance digital connectivity, or creating next generation medicines and healthcare technology, we address the greatest challenges of the 21st century. Everything we make is exceptional, and each product and solution gives greater insight, clarity and accuracy. At Oxford Instruments, we don’t wait for change to happen. We enable it.

Oxford Instruments is searching for a Service Manager
- Advanced Technology Americas to lead a team of service professionals to meet and/or exceed OI America’s service deliverables, customer success and financial order and revenue targets as well as ensuring all other OI strategic goals are accomplished.
How we work
We’re committed to being the leading provider of high-tech products and services for the world’s most important industrial and scientific research communities. Our people are vital to our success. We strive to offer the opportunities that will attract, motivate and retain the very best talent in our sector. This involves creating an inclusive environment and culture, where difference is valued and people are recognized for what they deliver and bring to the team.

Empowering People to Make a Difference
We don’t wait for change to happen. We enable it. That’s why we aim to create the best working environment and culture for our people to thrive. We share the same goals and value diversity of thought, perspective and experience. With a focus on the ongoing development, engagement and wellbeing of our people, we know we will continue to exceed customer expectations and drive change for the future.

About the Opportunity:
The Service Manager
- Advanced Technology Americas – is responsible for the development and/or implementation of processes across the US region which deliver service excellence to Oxford Instruments, Americas (OIA) customer base in the most profitable and productive manner possible. The Servicen Manager promotes a performance-based culture and empowers reports to be successful by seeking out coaching and improvement opportunities for team members, ensuring that they have the resources to fully meet performance KPIs. The successful person will report directly to the Service and Quality Director, while working very closely with regional and global team members in Product Management, Sales, Order Coordination, and Client Services as well as other departments as required. This individual is also responsible for ensuring their direct reports are managing their tickets, workorders, etc. so that these are completed on time and accurately, enabling timely revenue recognition and a robust customer database. Customers are a mix of academic institutions and high technology – primarily being in the semiconductor and quantum segments. Additionally, the Service Manager will travel as needed, both within and outside of the assigned territory
- including internationally, to attend various meetings, trainings, tradeshows, and conventions.
Key Responsibilities:

- Instil a performance culture
- Liaise with customers and factory to resolve issues and drive customer satisfaction
- Team resource is deployed in the most cost effective and timely manner
- Build strong, collaborative, relationships with customers and factory through frequent communication to ensure the service goals of both parties can be achieved
- First time fix rates, customer response time, etc are monitored and meeting OIA standards and, where not quickly put corrective action in place
- Manage customer escalations ensuring a speedy resolution
- Participate in sales meetings as need
- Delivery of Americas revenue and profit targets including contract warranty conversion, spares, upgrade opportunities
- Manage the installation through acceptances / sign-off phase for all systems to achieve acceptance and system payment.
- Facilitate regional utilisation and align with the Field Service Scheduling team and understand and improve efficiency and productivity in Installation, Warranty and Service.
- Manage training delivery for the region ensuring skills capability, succession, and delivery. Manage cross training of CSE’s to improve efficiencies in the region without diluting knowledge and skill levels.
- Manage service inventory including the analysis of demand, making recommendations regarding stocking levels, forecasting future needs, managing repairable assets and obsolescence.
- Implement global maintenance and service excellence requirements for Americas. Maintain and govern the standards and measures that support this, drive improvement, and reduce non-compliance and inefficiency. E.g. FCOs
- Implement and drive global technical standards, processes, and programs in region to drive consistency, improve quality & efficiency and help develop and maintain best practice.
- Implement and maintain a technical services assurance program to ensure compliance with global technical & critical environment standards, identify opportunities for performance improvements through key performance indicators and to assure customers that all contractual deliverables are met and/or exceeded.
- Attend shows and webinars as well as joins relevant associations to increase market awareness and sales.
- Diligently manages business expenses, as well as those of reports, to minimize operation expenses.
- Other responsibilities and duties upon request.


About the Candidate:
The right candidate for this role will be a highly driven professional with a Bachelors in Materials Sciences, Chemistry, Physics, or other relevant area preferred, however experience leading service in the capital equipment sector is more important than qualifications; Extensive management experience, preferably within the Semiconductor industry. You will have the ability to influence customer and senior leadership in a positive way, with the desire and capability to work well in a team environment. You have the drive to get things done quickly with high levels of energy and resilience. You are highly organized with a strong affinity for detail and have excellent communication skills.

Additional Qualifications:

- Able to accept feedback and modify approach as required.
- Ability to bring teams of people together, creating alignment across functions.
- Willing and able to travel domestically and overseas as required without restriction, subject to normal visa requirements.
- Ability to build effective working relationships both internally and externally across all parts of the business.Semi equipment experience strongly preferred.
- Strong sense of urgency.
- Work in a complex organiaztion.
- Ability to demonstrate a strong understanding of, and have a successful track record in, managing a service team.
- Capability to learn technical information quickly.
- Experience developing and implementing business plans as well as supporting strategies to achieve growth goals.
- Experience with CRM platforms. Preferably SAP CRM.
- Ability to communicate and operate as a cross-functional team with sales, service, applications, and other departments.
- Possess highly developed commercial understanding.
- Ability to multi-task in a dynamic, fast-paced environment.



Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time for this position.

Oxford Instruments Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, national origin, disability or protected veteran status. EOE/M/F/D/V

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

Note to recruitment agencies: Oxford Instruments does not accept agency CV’s. Please do not forward details to our jobs alias, Oxford Instruments employees or any other company location. Oxford Instruments is not responsible for any fees related to unsolicited CV’s

Oxford Instruments Perks and benefits:

- Generous benefit packages
- We offer our employees competitive health insurance options, including Medical, Dental, and Vision plans.
- Our 401k program has options for saving both pre
- and post-tax dollars for retirement.
- Paid Time Off (PTO) Work-life balance is a key part of our company culture here at OI, and we know that our employees do their best work when they can take the time they need to rest and recharge. Employees start with 4 weeks of PTO which is accrued each pay period.
- Holidays
- We recognize 12 holidays this year
- In addition to all the standard PTO options, OI proudly offers a generous and progressive paid family leave policy.
- Professional Development
- OI supports you and your professional development with $5,250 available in annual tuition reimbursement after 6 months of service.


#LI-EB1 #LI-hybrid

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

Role Overview: To lead, coach & manage a team of Customer Service Officers (CSOs) and to monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork

• To achieve individual goals, drive team performance targets & Service Levels of the Customer Service Centre
• People management – Demonstrate effectiveness in developing and coaching team members in meeting individual & team service standards, campaign targets. Directly accountable for individual appraisal and development
• Motivate and enable high performing and customer centric individuals
• Managing the flow of information within the team through coherent communication and information sharing within the team structure
• To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
• Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like
• Identity, Address, income status, Account holdings, Account transactions, Contact details. To ensure accuracy and compliant in all areas to prevent any data breach.
• Flexibility in work deployment and projects when business needs arise
• To proactively identify opportunities, broken journeys and process improvements within Customer Centre improving customer journeys. Support and lead operation improvement initiatives
• To handle customer’s escalation and provide effective resolution.

Requirements:

• At least 2 – 3 years of work experience while showcasing leadership qualities, preferably in a Contact Centre environment
• To be at least Dual skilled trained if not Multi Skilled trained in Banking Products and Services.
• Display strong leadership skills
• Good interpersonal skills
• Ability to champion the right culture with success
• Mature with the ability to align to management decision and execute actions effectively and efficiently
• Meticulous and patient individual with friendly disposition.
• Effective problem-solving skills

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.

Responsibilities

• Oversee the day-to-day operation of the Customer Relations Team
• Ensure RED service standards are embedded in all our customers’ interactions
• Ensure performance key targets, SLAs and KPIs are achieved
• Ensure all stakeholder reporting is within timescales and guidelines
• Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience
• Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed

Working Relationships

• Direct reporting to Deputy Head of Customer Relations
• Supervisory relationship to 10 – 12 CRM / CRS
• Working relationship with:
• Business Units
• Support Units
• Client Services Managers
• Operations including Operations Managers, Team Managers and
• Customer Service Officers
• Workforce Management Team
• Training Team
• Assurance Specialist

Requirements

• 3 - 5 years’ experience managing telephony operations or online services
• Experience managing complaints across large customer base
• Experience in managing senior management and regulators
• Experience in Process Improvement Events
• Experience in leading a team of officers
• Good customer management skills
• Strong leadership skills to manage and lead different individuals who deal with challenging situations every day
• Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC
• Ability to identify and address unstated needs of customer
• Strong focus on customers and business
• Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management
• Ability to think for the customer and not accept status quo

Apply now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Job Responsibilities

1. Product strategic planning:

a. Study market demand and customer feedback and formulate strategic plans for SaaS products.

b. Coordinate product development and release plans to ensure timely delivery of high-quality products.

2. User experience management:

a. Be familiar with user interfaces to ensure the product is easy to use and intuitive, and conduct product improvement for user experience.

b. Analyse user behavior and provide improvement suggestions to increase user satisfaction and retention rates.

3. Data analysis and monitoring:

a. Use internal and external Business Intelligence (BI) tools to monitor key performance indicators.

b. Analyse user behavior data and provide targeted suggestions for product improvement.

4. Marketing and communication:

a. Plan and coordinate online and offline marketing activities, including participation in industry exhibitions and cooperative promotions.

b. Develop and execute promotion strategies to increase brand awareness and online presence.

5. Customer relationship management:

a. Establish active interactions with customers, understand their needs, and ensure the best use of products by customers.

b. Review customer satisfaction surveys and take measures to improve user experience.

6. Teamwork:

a. Work with the product development team to communicate market needs and user feedback to ensure that the product meets market standards.

b. Work with the marketing team to provide product knowledge training and support sales activities.

7. Market trend analysis:

a. Track industry trends and competitor dynamics and provide timely market intelligence.

b. Analyse competitors’ product strategies and provide countermeasures.

8. Report directly to the Customer Operations Director and maintain close cooperation with the marketing department and product team.

Requirements

1. Educational qualifications and experience:

a. Bachelor's or master's degree in business management, marketing, computer science or other related majors.

b. 3-5 years product operation experience in the SaaS field and have successful product promotion experience.

2. Skills:

a. Excellent project management and execution skills, proficient in using project management tools such as Jira, Trello, etc.

b. Excellent communication and coordination skills, including technical communication and coordination with the development team.

c. Advanced ability to analyse and interpret data, proficient in using SQL or other data analysis tools is a plus.

d. Be familiar with the SaaS industry and related technologies and understand cutting-edge technologies such as cloud computing and artificial intelligence.

3. Characteristics:

a. Ability to think innovatively and solve problems and have successful experience in product improvement and innovation.

b. Highly responsible and self-motivated, able to maintain high efficiency in a fast-paced work environment.

c. Sensitive to market trends and competitive environment, able to quickly adapt to changes.

d. Good teamwork spirit.