Service Delivery Manager

24 hours ago


Singapore LOGICALIS SINGAPORE PTE. LTD. Full time
Job Description

**Job Title:** Service Delivery Manager

**Job Summary:** We are seeking a highly skilled Service Delivery Manager to join our team at Logicalis Singapore PTE. LTD. The successful candidate will be responsible for leading our network operations team and ensuring the delivery of high-quality services to our customers.

Key Responsibilities:
  • **Single Point of Contact:** Serve as the primary point of contact for our customers, providing timely and effective support for all operational events and escalations.
  • **Technical Leadership:** Drive the 24/7 Day-2 team on technical grounds to align with customer expectations and contracts, ensuring seamless delivery of services.
  • **Product Knowledge:** Possess in-depth knowledge of Core products and technologies of Cisco, as well as preferred experience with Aruba Clearpass, Fortinet, and Palo Alto Firewalls.
  • **Operational Planning:** Plan, monitor, and deliver operations tasks in a timely and successful manner, ensuring high customer satisfaction.
  • **Contract Management:** Understand support contract types for each customer and deliver services based on their agreed scope and Service Level Agreements (SLAs).
  • **Process Knowledge:** Familiarize yourself with support tools, templates, and Standard Operating Procedures (SOPs) to ensure efficient service delivery.
  • **Vendor Management:** Build relationships with vendors and partners to resolve product support issues and manage customer expectations effectively.
  • **Escalation Management:** Drive all escalations on technical grounds, managing customers accordingly to ensure timely resolutions.
  • **Team Management:** Maintain team bonding with support engineers and mentor them on support delivery best practices.
  • **Documentation:** Develop and maintain standard operating procedures, technical documentation, and knowledge base to ensure consistency and quality.
  • **Root Cause Analysis:** Conduct postmortem and root cause analysis to identify issues and develop prevention plans/strategies.
  • **Reporting:** Produce RCA and IR reports for high-severity/priority incidents and present them to customers with confidence.
  • **Collaboration:** Actively engage with cross-functional teams to represent Logicalis and improve support functionality.
Requirements:
  • **Experience:** Minimum 8+ years of relevant experience in Networking technologies, with not less than 5 years of experience in Network Operations as a Lead.
  • **Networking Knowledge:** Intermediate level of understanding on Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, NAC, etc.
  • **Leadership:** Proven track record of leading operations and customer management with effective communication and presentation skills.
  • **Communication:** Strong, smart-working attitude with ability to work well under pressure and in high-demanding customer environments.
  • **Articulation:** Ability to clearly articulate technical issues to both technical and non-technical audiences, executives, and explain their impact on business.
  • **Problem-Solving:** Out-of-box thinking is mandatory during escalations to manage customers, vendors, technical teams, and find quick resolutions.
  • **Language:** Proficient in communicating and written skills in English.
  • **Certifications:** Candidate with CCNP or equivalent technical certification and ITIL Foundation certified.


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