Service Delivery Manager

3 weeks ago


Singapore Capgemini Singapore Pte. Ltd. Full time

Required Qualification & Experience:

  • Overall 10+ Yrs of experience in IT with 2 to 3 years in Service Delivery Management.
  • Experience in managing application support project Exposure in support framework like ITIL process methodology.
  • Good understanding on Incident Management, Change Management & Problem Management Process.
  • Experience in proactively managing team to meet SLA based on service contractual clauses Exposure in Ticketing tool to manage reports.
  • Excellent communication skills and strong leadership characteristics to connect with people and able to overcome potential conflicts.
  • Excellent analytical, problem-solving and synthesizing skills.
  • Monitoring of SLAs to ensure adherence and improve the service delivery.
  • Responsibility for the scale up/scale down of client environments and corresponding Service Fee calculation (operationalization and evolvement).
  • Good Knowledge on creating automation scopes or tools that would help team as well as customer.
  • Good Knowledge on Dashboard and Reports.
  • Good knowledge on preparing Presentations and Presenting Skills.
  • WMS knowledge is an advantage

Roles & Responsibilities:

  • Daily connect with users and business stakeholders as per support demand.
  • Weekly and monthly report preparation & presentation to customer.
  • Lead Zone Monthly Run and Steering Committees
  • Represent run team to the Zone Roll out Program
  • Co-ordinate activities with business stake holders and conduct internal meetings according to requirement
  • Lead the Continuous Service Improvements stream: e.g. automation initiatives & business KPI to monitor
  • Ensure quality Management
  • Follow up SLA management
  • Follow up open points and first level of escalation for customer markets
  • Maintain Internal Capgemini Leadership reporting and lead the presentation


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