Technical Service Delivery Manager

2 weeks ago

Singapore Tate Asia Full time

Technical Service Delivery Manager:

SUMMARY:

  • Our client is looking for an experienced Technical Service Delivery Manager who will be responsible for managing the secure delivery of technical firewall services to customers.
***:

KEY RESPONSIBILITIES:

  • Dedicated Service Delivery Manager for allocated customers to build relationships and become the single point of contact for all service related matters associated with the account.
  • Escalation point for allocated customer accounts.
  • Prepare and deliver Network Performance Reports as per customer's need.
  • Produce and maintain Operational Process Documents for the agreed supported networks
  • Produce and maintain Service Improvement Plans specifically tailored to the customer's needs
  • Arrange and attend customer service reviews as per the agreed schedule
  • Prepare meeting reports and actions list for all service reviews.
  • Identify and provide recommendations on the improvement and mitigation.
  • Identify alongside with Account Management on potential to develop the customer's existing portfolio and increase revenue for the business
  • Ensure that customer incidents and requests are dealt with according to agreed Service Levels.
  • Work closely with all areas of the business to address customer issues or service improvements as required.
  • Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers.
  • Any other duties as and when assigned.

REQUIREMENTS:

  • Sound technical knowledge and understanding of Firewalls, IT/network/communications services including WAN/LAN, Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage.
  • A good understanding of Local Government, Research Institutions and Financial Service Institution, preferably from experience of working with or within that area.
  • Proven track record of providing excellent customer service to SLA's and experience of managing key customer relationships within a service delivery type role.
  • Proven experience in creating reports on SLA performance and service availability.
  • Experience in managing 3rd party suppliers to agreed SLA's.
  • Experience using network monitoring tools i.e. Solarwinds, Zendesk, Netflow to provide reports.
  • Good documentation skills, specifically around documenting both internal and customer processes.
  • Good working knowledge of Microsoft Excel (required).
  • Excellent communication and organisational skills.
  • A proactive approach to work, with a positive cando attitude.
  • Flexibility in responding to customers' requests as and when required.
  • Specialization
-:

  • Information Technology
  • Type of Employment
-:

  • Permanent
  • Minimum Experience
-:

  • 5 Years

Work Location
-:

  • Singapore

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