Manager - Mall Operations & Services Manager
Role Objective
This role will play a crucial part in overseeing the operations and projects related to our mall facilities, with a strong focus on IT Service Management (ITSM) services across multiple regions.
Job Duties
Mall Operations Management:
- Lead and manage the day-to-day operations of IT support services for shopping malls across the Asia region.
- Ensure the smooth functioning of all IT systems and infrastructure within the malls, including network infrastructure, hardware, software, and security systems.
- Develop and optimize the routing process to ensure effective escalation and resolution of issue(s).
- Implement strategies to increase First Call Resolution (FCR) rates and enhance customer satisfaction.
Mall Project Management:
- Oversee IT projects related to mall expansions, renovations, and technology upgrades, ensuring successful implementation within the defined scope, timeline, and budget.
- Collaborate with internal teams, external vendors, and stakeholders to ensure effective project delivery, including requirements gathering, solution design, implementation, and post-implementation support.
Communication and Stakeholder Management:
- Serve as the primary point of contact for communications related to mall operations and IT
- Collaborate with asset managers, project managers, facility managers, and external service providers to ensure effective communication, alignment, and timely resolution of issues.
- Facilitate regular meetings, status updates, and reporting to keep stakeholders informed and engaged.
Vendor and Contract Management:
- Evaluate, select, and manage external vendors and service providers, ensuring delivery of high-quality services within agreed-upon SLAs.
- Monitor vendor performance, resolve any issues or escalations, and foster strong vendor relationships.
Budgeting and Cost Management:
- Collaborate with finance and senior management to develop and manage the budget for mall operations, projects, and IT services.
- Monitor expenses, track project costs, and ensure adherence to budgetary constraints.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in IT operations management, preferably within the retail or real estate industry.
- Strong knowledge of ITSM processes and best practices (e.g., ITIL).
- Experience in project management, including planning, execution, and stakeholder management.
- Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
- Strong leadership skills, with the ability to inspire and motivate cross-functional teams.
- Exceptional problem-solving and decision-making abilities.
- Familiarity with vendor management and contract negotiation.
- Proven track record of successfully managing budgets and delivering projects within budgetary constraints.
- Relevant certifications such as ITIL Foundation or PMP are preferred.