Business Operation Manager

We are looking for a Business Operations Manager to join our APAC Services team in Singapore. The role is responsible for managing the delivery of services to key APAC customer. This position plays an important role in creating customer experience between Clarivate and our customer, serving as the bridge between the customer and our Global Support and Product delivery teams. The key responsibility includes managing across all areas of services in scope including service request, incident and change management, implementing service improvement with high regard to customer satisfaction in ensuring the highest level of operational service delivery.About You – experience, education, skills, and accomplishments  BSc in Computer Science, Engineering, or relevant fieldStrong understanding of providing end-to-end Software application support5 years or more experience in service delivery Operations ManagementAt least 5 years of direct supervisory/team management experience with outstanding leadership and people management skillsHighly organized, ability to work under pressure and customer focusStrong presentation and conflict management / negotiation skillsAbility to effectively communicate to business stakeholders both internally and externallyExcellent written and verbal communication skillsDemonstrate a high degree of flexibility including out-of-hours workingSelf-motivated and able to take responsibilityAble to manage and prioritize tasks and time efficientlyIt would be great if you also have . . .  Experience working in a related field including customer service, application support, library services, higher education technology, or other technical services.Experience working with government institution / agency in SingaporeExperience working on a third-party service providerWhat will you be doing in this role? Build a good relationship with key customerSuccessful service delivery - SLA achievement and high level of customer satisfaction Tracking overall performance of services and deliverablesEnsuring operations teams are aware of changes and are preparedDemonstrate in depth knowledge of the process, competencies and principles for internal and customer operations Accountability of major incidents to ensure coordination of resolving parties, effective communication with stakeholders, and post-incident reviewCreate recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely mannerEffectively deliver/manage team management which includes recruitment, mentoring, training, target setting, and performance evaluationCommunicating across organizational departments Working with customer users and operations team to identify and manage service improvement activitiesCoordinate between internal stakeholders including Product Management, Development, and SalesAbout the Team   Members of this team join a high performing, top tier customer experience group of 200+ professionals supporting the number one market product in our industry, Polaris. Our customers support a global community of lifelong learners. Our top-quality support is a market differentiator and key to why customer retention is unparalleled.  Hours of Work  This is a full-time permanent position with regular working hour. At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.