SkyLab

Overview of job

Our rapidly growing company is seeking a dynamic Service Planning & Operations Manager to play a crucial role in overseeing the delivery of software services and managing business operations, particularly in customer interactions. This position requires a blend of leadership, operational oversight, and customer relationship management to ensure high-quality service delivery.
This role is ideal for a strategic thinker who thrives on problem-solving and driving operational efficiency. You'll be the linchpin connecting sales, operations, and customers, ensuring our business runs smoothly.

Key Responsibilities

• Operational Oversight: Manage day-to-day service operations, ensuring efficient processes are in place for service delivery and customer support.
• Customer Relationship Management: Establish and maintain strong relationships with new and existing customers, understanding their needs and ensuring satisfaction with the services provided.
• Team Leadership: Lead, train, and mentor service teams, fostering a culture of high performance and continuous improvement.
• Process Improvement: Identify opportunities for operational efficiencies and implement best practices to enhance service delivery.
• Performance Monitoring: Analyse service metrics and customer feedback to drive improvements and meet service level agreements (SLAs).
• Cross-functional Collaboration: Work closely with other departments to align service operations with broader business objectives.
• Escalation Management: Act as the primary point of contact for complex customer issues, ensuring timely resolution and communication.

• Competitive package
• Professional working environment
• Opportunities to challenge and develop your career
• Social insurance, health insurance, unemployment insurance as labor law stipulated
• Premium Healthcare
• Opportunity to participate in stock option program.
• Public holiday and Annual leave in accordance with the Vietnamese labour law

• Experience: Minimum of 3 years in a similar service operations or management role, with a proven track record in customer support and software delivery.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills for effective team leadership and customer interaction.
• Proficiency with customer service software, CRM systems, and data analysis tools.
• In-depth knowledge of customer service best practices and quality standards.
• Ability to work under pressure and meet tight deadlines.
• Detail-oriented with a strategic mindset.
• Proven experience with delivery of software projects to customers and ongoing support.
• Good understanding of public cloud platforms (e.g., AWS, Azure, Google Cloud).
• Good understanding of hybrid cloud, multi-cloud and private cloud deployments.
• Understanding of containerization technologies (e.g. Kubernetes, Docker) is a plus.
• Understanding of virtualization technologies (e.g. VMware, Proxmox, etc.) is a plus.
• Familiar and experienced in using JIRA and Confluence.
• Familiarity with Agile and/or Scrum methodologies.
• Knowledge of DevOps practices is desirable.
• Proficient in English (both written and spoken).
• Excellent communication and presentation abilities.