Assistant Manager - EMS (Enterprise Management Services) at Inbox Business Technologies

Karachi, Sindh, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Efficiency, Service Delivery, Stakeholder Coordination, Resource Planning, Problem Solving, Communication Skills, Analytical Thinking, IT Service Management, Project Management, Documentation, Customer Satisfaction, Team Building, Quality Standards, Risk Management, Process Improvement, Field Operations

Industry

IT Services and IT Consulting

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 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 Bachelor’s 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

Responsibilities

The Assistant Manager - EMS will support operational efficiency and service delivery while coordinating with stakeholders. This role involves monitoring performance, ensuring quality standards, and maintaining strong relationships with clients.