Assistant Manager EMS (Enterprise Management Services)

Karachi - Pakistan

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

The Assistant Manager EMS (Enterprise Management Services) will play a key role in supporting operational efficiency service delivery and stakeholder coordination within Enterprise Management Services. This role acts as a central bridge between clients internal teams and field operations to ensure seamless execution service quality and customer satisfaction while adhering to organizational policies SOPs and IT best practices.

Responsibilities

Ensure effective utilization of all types of resources including human technical and operational resources to meet service and performance objectives
Support field operations planning and execution ensuring resources are allocated efficiently and aligned with service scope
Develop mechanisms to enable smooth operational flow ensuring proper implementation and execution of approved plans
Actively engage at the ground / grassroots execution level to monitor performance and ensure quality standards are met
Promote and maintain strong cooperative relationships with clients to support long-term service success
Act as a bridge between internal stakeholders clients and operational teams ensuring alignment and transparency
Effectively communicate with all departments to resolve customer issues service concerns and operational challenges
Ensure consistent stakeholder engagement by sharing updates progress reports and action plans
Develop update and maintain customer and team plans enabling stakeholders to:

Track customer history
Understand service patterns
Support future decision-making and service improvements

Prepare presentations operational plans reports dashboards and analytical summaries as required by management or clients
Maintain accurate documentation records and operational notes to support audits reviews and decision-making
Identify operational risks and challenges proactively
Effectively solve problems and manage risks to ensure achievement of service targets and KPIs
Recommend corrective and preventive actions where required to improve service delivery
Implement all approved Standard Operating Procedures (SOPs) consistently across operations
Recommend process improvements and enhancements as and when required
Apply a working understanding of:

IT Service Management (ITSM)
Project Management principles
IT best practices to daily operational activities

Handle job-related load professionally while managing multiple tasks and stakeholder expectations
Respond to queries issues and escalations calmly and effectively to ensure high customer satisfaction

Requirements

Strong problem-solving and decision-making capability
Excellent analytical thinking with attention to detail
Ability to take and maintain clear structured notes and documentation
High levels of patience and perseverance in demanding environments
Strong load management and multitasking ability
Capability to delegate tasks effectively and contribute to team-building initiatives
Ability to negotiate technical terms with an operations-focused mindset
Hands-on exposure to field operations and resource planning
Focus on value additions to enhance service levels and customer satisfaction
Ability to provide direction and operational support to field engineers ensuring:

Adherence to scope of work
Compliance with quality standards during implementation

Strong understanding and compliance with company rules policies and procedures
Willingness to engage at the execution level to achieve quality benchmarks
Strong verbal and written communication skills
Proactive constructive attitude with strong teamwork and leadership capabilities
Bachelors degree (BS / BSc) in Computer Science or a related IT discipline
Minimum 3 years of relevant experience in:

Enterprise Management Services (EMS)
Operations management
IT services or field operations

Required Experience:

Manager

DescriptionThe Assistant Manager EMS (Enterprise Management Services) will play a key role in supporting operational efficiency service delivery and stakeholder coordination within Enterprise Management Services. This role acts as a central bridge between clients internal teams and field operations...

Description

Responsibilities

Ensure effective utilization of all types of resources including human technical and operational resources to meet service and performance objectives
Support field operations planning and execution ensuring resources are allocated efficiently and aligned with service scope
Develop mechanisms to enable smooth operational flow ensuring proper implementation and execution of approved plans
Actively engage at the ground / grassroots execution level to monitor performance and ensure quality standards are met
Promote and maintain strong cooperative relationships with clients to support long-term service success
Act as a bridge between internal stakeholders clients and operational teams ensuring alignment and transparency
Effectively communicate with all departments to resolve customer issues service concerns and operational challenges
Ensure consistent stakeholder engagement by sharing updates progress reports and action plans
Develop update and maintain customer and team plans enabling stakeholders to:

Track customer history
Understand service patterns
Support future decision-making and service improvements

Prepare presentations operational plans reports dashboards and analytical summaries as required by management or clients
Maintain accurate documentation records and operational notes to support audits reviews and decision-making
Identify operational risks and challenges proactively
Effectively solve problems and manage risks to ensure achievement of service targets and KPIs
Recommend corrective and preventive actions where required to improve service delivery
Implement all approved Standard Operating Procedures (SOPs) consistently across operations
Recommend process improvements and enhancements as and when required
Apply a working understanding of:

IT Service Management (ITSM)
Project Management principles
IT best practices to daily operational activities

Handle job-related load professionally while managing multiple tasks and stakeholder expectations
Respond to queries issues and escalations calmly and effectively to ensure high customer satisfaction

Requirements

Strong problem-solving and decision-making capability
Excellent analytical thinking with attention to detail
Ability to take and maintain clear structured notes and documentation
High levels of patience and perseverance in demanding environments
Strong load management and multitasking ability
Capability to delegate tasks effectively and contribute to team-building initiatives
Ability to negotiate technical terms with an operations-focused mindset
Hands-on exposure to field operations and resource planning
Focus on value additions to enhance service levels and customer satisfaction
Ability to provide direction and operational support to field engineers ensuring:

Adherence to scope of work
Compliance with quality standards during implementation

Strong understanding and compliance with company rules policies and procedures
Willingness to engage at the execution level to achieve quality benchmarks
Strong verbal and written communication skills
Proactive constructive attitude with strong teamwork and leadership capabilities
Bachelors degree (BS / BSc) in Computer Science or a related IT discipline
Minimum 3 years of relevant experience in: