After-Sales Service Manager

Key Responsibilities & Accountabilities 

1. Service Operations & Hotline Management -20% 

• Establish and manage Hotline / Call Centre operations to ensure timely response to incidents and service requests. 

• Monitor ticketing workflows, ensuring accurate logging, tracking, and closure of service cases. 

• Define and enforce SLA/KPI standards for response and resolution times. 

• Coordinate incident escalation and communication with internal and external stakeholders. 

2. Preventive Maintenance & Corrective Services - 20% 

• Plan and oversee preventive maintenance (PM) activities for critical data centre systems, including: 

• Electrical systems (LV/MV switchgear, UPS, generators) 

• Mechanical systems (chillers, CRAH/CRAC units, pumps) 

• Control systems (BMS, SCADA, EPMS) 

• Ensure timely execution of corrective maintenance and emergency breakdown response. 

• Review maintenance reports and ensure compliance with contractual and technical standards. 

3. Vendor & Supplier Management- 20% 

• Manage multiple OEM vendors and service providers to deliver consistent service quality. 

• Evaluate vendor performance against SLAs and drive corrective actions. 

• Lead regular service review meetings and performance reporting. 

• Ensure vendors comply with site safety, quality, and documentation requirements. 

4. Continuous Improvement- 20% 

• Identify recurring issues and drive root cause analysis (RCA) and corrective/preventive actions. 

• Develop and implement process improvements and SOPs for service delivery. 

• Optimize service workflows, cost efficiency, and response effectiveness. 

• Promote digitalization and automation in service tracking and reporting. 

5. Future Operations Capability (7×24) - 20% 

• Prepare for and potentially manage 24/7 on-site operations team. 

• Support setup of operational structure, staffing model, and shift arrangements. 

• Ensure high availability and reliability of critical infrastructure systems 

Qualifications & Requirements 

• Education: Bachelor’s degree in electrical, Mechanical Engineering or related field. 

• Experience: Minimum 3 -years of experience in data centre, critical facilities, or similar environments. Proven experience in after-sales service, maintenance, or FM operations. Strong vendor and contract management experience. Experience setting up call centre or service desk operations. 

• Certifications/Licenses: Uptime AOS is preferred. Certification in project or service management (e.g., ITIL, PMP) is a plus. 

• Technical Skills: Familiar with DLP (Defects Liability Period) service delivery model. Strong communication and stakeholder management skills. Understand root cause analysis methods. 

• Traits & Behaviours: Excellent problem-solving and incident management capability. Ability to manage multiple stakeholders and vendors. Data-driven mindset with continuous improvement focus. Ability to work in a fast-paced, high-availability environment. Solid understanding of SLA/KPI-driven service environments. 

• Language Requirements: Fluent in English (written and spoken). Proficiency in Mandarin Chinese is preferred to support effective communication and coordination with China-based suppliers. 

• Physical Requirements: Able to attend site inspections and emergency callouts when required. No colour blindness (due to critical equipment identification requirements).