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IT Service Delivery Expert

2 weeks ago

Singapore beBeeDelivery Full time
Job Title: IT Service Delivery Manager

Key Responsibilities:

  • Service Delivery Oversight:
    • Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and service level agreements.
    • Monitor service performance and proactively address any deviations from agreed standards.
  • Team Leadership:
    • 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 Relationship Management:
    • 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 and Request 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 Optimization:
    • 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.
  • Budget and Resource Management:
    • Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
    • Plan and coordinate resource allocation to meet current and future client demands.

Required Skills and Qualifications:

  • 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.

Benefits:

  • A 5-day workweek.

Other:

  • This position will be based in AMK.