Operations Manager
Purpose
The Operations Manager is responsible for the day-to-day operational management, ensuring service stability, performance control, and effective coordination across multiple service towers and suppliers. The role acts as the central point of operational control, driving issue resolution, escalation management, and service continuity throughout the TSA lifecycle.
Key Domain Areas
Key Logistics
- Duration: approx. 9-12 months
- Location: Onsite Kuala Lumpur
Key Responsibilities
Service Operations Management
- Oversee daily operations across all TSA service towers
- Ensure services are delivered in line with agreed scope, KPIs and operational priorities
- Monitor service performance, identify risks, and take proactive corrective action
- Maintain operational stability during transition, ramp-up and steady state
Performance & SLA Management
- Track and manage SLA / KPI performance across all workstreams
- Identify performance degradation trends and drive remediation actions
- Coordinate with tower leads and suppliers to resolve service issues
- Provide input into service reporting and performance dashboards
Escalation & Issue Management
- Own triage, prioritisation and tracking of operational issues and escalations
- Ensure timely resolution of Supplier-owned escalations
- Drive root cause analysis and ensure repeat issues are addressed
- Escalate critical risks through governance forums with clear actions
Cross-Tower Coordination
- Act as the coordination point across multiple service towers and suppliers
- Resolve interdependencies and conflicts between workstreams
- Ensure alignment on priorities, timelines and service expectations
- Support integrated planning across operational teams
Governance & Reporting Support
- Support operational governance forums (weekly / monthly reviews)
- Provide input into status reporting, RAIDD logs and escalation tracking
- Ensure operational data is accurate, complete and audit-ready
- Track and report on open risks, issues and dependencies
Transition & Readiness Support
- Support mobilisation and transition activities with operational insight
- Validate Day 1 operational readiness (process, access, resourcing)
- Identify gaps in operations and support mitigation planning
- Maintain continuity during KT, handover and ramp-down phases
Continuous Improvement
- Identify opportunities to improve service delivery efficiency and quality
- Drive standardisation of processes and operational controls
- Support implementation of tooling and automation initiatives
- Embed best practices across TSA operations
Key Outcomes / Success Measures
- Stable and uninterrupted TSA service delivery
- SLAs and KPIs consistently met or recovered within agreed timelines
- Timely resolution of operational issues and escalations
- Clear visibility of service performance, risks and dependencies
- Effective coordination across all service towers and suppliers
Profile / Experience
Essential Experience
- 8–12+ years in IT operations, service delivery or programme operations
- Experience working in multi-vendor service environments
- Proven track record managing operational performance and SLAs
- Experience in transition, TSA, carve-out or large-scale transformation environments
Skills & Capabilities
- Strong operational management and problem-solving capability
- Ability to manage ambiguity and operate under time pressure
- Excellent stakeholder coordination and communication skills
- Strong understanding of service management frameworks (e.g. ITIL)
- Structured approach to issue management, escalation and risk tracking
Behavioural Attributes
- Calm, pragmatic and solutions-focused
- Takes ownership and drives issues to closure
- Able to challenge constructively while maintaining neutrality
- Works effectively in fast-paced, complex environments
- Collaborative, low-ego, and delivery-focused
Key Interfaces
- Engagement Manager (overall accountability)
- Program Service Delivery Manager (performance and governance alignment)
- Workstream / Tower Leads
- Supplier and vendor teams
