WHY JOIN US?

• We practice a vibrant & energetic office culture.

• We provide opportunities for career advancement within the company.

• Good performance is always rewarded accordingly.

“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

JOB RESPONSIBILITIES:

WHAT YOU WILL DO:

Manage the execution, on-going assessment, and/or monitoring of Managed Services related to the following:

• Change Management and business transformation: processes, timeliness, and documentation
• Communications (regarding MS): with, and to, all key stakeholders where required
• Governance: Development and execution of Governance processes related to operations to facilitate achievement of its’ objectives
• Reporting:  Periodic status updates to Astro Senior Management team on the Managed Services performance as obligated contractually with vendors
• Conducting of performance appraisals of direct reports

Manage and ensure  stakeholder and end-user satisfaction with the systems and applications within the scope of Managed services via a regime of operational SLA metrics and supporting activities, that include the following:

• Overseeing to ensure that all SLA’s meet contractual specifications
• Review vendor performance. Propose new SLAs where appropriate; gain agreement on modified SLAs.
• Oversight of all Quality metrics and related approvals
• Explore ongoing process improvements for Managed Services operations
• Oversee that SLA related penalties, if any, (i.e. due to breach of SLAs) are consistent with the contract terms and administered in a fair and effective manner.
• Change Management process execution
• Compliance with Astro’s policies in relation to contracts
• Manage the development of annual operational and budgetary plan, as well as the handling of contractual issues related to support and maintenance, under the scope on Managed Services.
• Ensure contract performance and process evaluation are reviewed periodically. Anticipate conflicts and provide requisite leadership in developing and executing a conflict management process to resolve issues with the vendors amicably. Work with Vendors’ Management to ensure resolution of all escalated issues.
• Identify, prioritize, and monitor all risks to minimize and control the probability, and/or impact, of unfortunate events, with well defined risk-mitigation strategies. 
• Ensure that an exit-strategy is maintained and updated at all times to protect against potential contract-dissolution prior to end of contracted term.
• Guide and Mentor Managed Services team for better efficiency and productivity.
• Ensure Bill Delivery Timelines and Accuracy to support Business Stakeholders in nationwide delivery. Supporting Business for Voucher Creation, CAM requests timeliness/accuracy and IPTV Tier 1 support escalations to external vendors.

REQUIREMENTS:

WHO YOU ARE:

• Degree in Computer Science or Information Systems with at least 5+ years experience in large-scale outsourced vendor management
• SLA-driven operations management and good understanding of SDLC and migration of different billing and CRM systems.
• Ability to work with Business Stakeholders and Technical team across organizations
• Influencing skills in managing stakeholders and management
• Possess strategic thinking capabilities so as to keep the big-picture in view while managing vendor services.
• Ability to evaluate IT solutions via matrix organizations, strong contract and budgeting experience of above 5 years.
• Well verse on Bill Delivery, Pos Malaysia & printing industries.  
• 5+ years Pay TV and/or Broadband/Digital experience in implementing and managing complex business systems, particularly CRM and Billing systems and industry eco systems.