An international firm with presence in Mexico City is seeking for:

 

SERVICE AND OPERATION MANAGER

 

Location: Mexico City - Miguel Hidalgo

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Reports to: General Manager - Mexico City.

                      Operations Manager - China (headquarters).

 

Key Responsibilities:

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1. Comprehensive Service Management with Local  Key Accounts/Customers.

• General Responsible for the Service and Operation KPI

  • End to end operation coordination and service quality control, from the warehouse to the field installation and the further monthly maintenance services.

  • Daily service operation control to achieve the SLA ́s delivery;

  • Ensure proper service requirements information flow and its efficient processing among Customers, ASPs, local and China (Headquarter).

  • Periodical (weekly, monthly) reports for customers; Claim and clarification of customers reports;

• Service Report Collection (from ASPs) and Delivery (to Customers), to support local  financial management;

• Customers Services Contracts negotiation with proper business terms for local office.

• Relationship Management: mostly with ASP’s and Customer ́s ATM Service and Operation Managers;

• Performance analysis for both Products and Services Process. Customer Satisfaction KPI and Failure Rate Analysis,

  • Spare Part Analysis, etc. In-depth Cooperation with technical support team to manage the improvement.

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2. Comprehensive Management with local ASP.

• General Responsible for ASP’s coordination, ASP’s KPI and Service Performance.

• Contract Management: Service Scope, SLA Definition, Service KPI, Security Control Process, Penalty Terms, etc.

• Strategy Management of Service model, Long term cooperation strategies, System platform, Operations tools, etc.

• Spare Part Management: Delivery, Collection, Replenishment, Reparing, Recording, Auditing, etc.

• ASP Education and Improvement: Train-the-trainer program (ensure ASP’s trainers are properly skilled in local’s solutions), Regular supervisory and re-training process.

 

3. Comprehensive Management of local  ́s Service and Operation Team.

• Team Recruitment, Team Building, Personnel Training.

• Process and Regulation: Establishment, Improvement and Renewal.

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Requirements:

• At least 5 years working experience in IT Field Service Delivery position; Financial Market experience is preferable.

• Proven experience in Partnership Alliance and Partnership Management is highly desirable;

• Proven experience on managing team with 3+ different sections of job roles.

• Proven experience on using multi-nation service management platform.

• Capable for work under pressure and time-difference (China & Mexico)

• Strong attitude on inner team management and strictly discipline.

• Excellent communication and fine structural skills in Business Presentation, Management Meeting, Reporting.

• Excellent communication skills in English (All the recruitment process is in english). 

• Having car and driving license in Mexico City.

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Offer

Attractive salary compensation. 

Hiring by our client. 

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Good Luck!