IT Service Delivery Professional

4 days ago

Singapore beBeeServiceDelivery Full time $90,000 - $120,000
Job Title: Service Delivery ManagerOverview

The Service Delivery Manager plays a pivotal role in overseeing the delivery of desktop IT concierge services, ensuring alignment with client expectations and SLAs.

Responsibilities
  • Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
  • Monitor service performance and proactively address any deviations from agreed standards.
Leadership Expectations
  • Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
  • Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.
Client Relationships
  • Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
  • Address and resolve client concerns promptly, maintaining high levels of satisfaction.
Incident Management
  • Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
  • Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.
Process Improvement
  • Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
  • Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.
Reporting and Analytics
  • Generate regular reports on service performance, SLA compliance, and client satisfaction.
  • Use data analytics to identify trends, root causes of issues, and opportunities for improvement.
Technology Integration
  • Ensure seamless integration of new tools and technologies into the desktop support environment.
  • Stay updated on emerging trends and innovations in IT service management to incorporate best practices.
Requirements:
  • Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.
  • Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.
  • Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.
  • Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
  • Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.
  • Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.

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