Distinguished Project Director

2 weeks ago

Singapore beBeeService Full time $90,000 - $120,000
Senior Service Manager Job Description

This role requires a highly driven individual to be part of the service management team. The senior service manager will ensure all contracts are actively managed and front external customers directly.

Broad knowledge across infrastructure and cybersecurity technologies is essential for this position. The individual will be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project's financial health and leading the project from commencement to completion.

Key Responsibilities
  • Act as a Single Point of Contact in Client Engagement for all maintenance contracts in the accounts.
  • Collaborate with various stakeholders to ensure maintenance contracts are onboarded successfully and readily supported by Operations team and vendors inclusive.
  • Taking ownership of the awarded scope, SLA, cost expenditure plan of maintenance contracts managed by him/her.
  • Managing and actively tracking of activities pertaining to the maintenance contracts to ensure that all aspects of the scope and SLA are met.
  • Executing decisions pertaining to support activities and/or service requests where scope of work is not clearly defined contractually.
  • Financials forecasting of revenue and costs of ongoing projects/contracts with minimum deviation.
  • Monitoring/ Tracking P&L of ongoing projects/contracts, ensuring costs do not overrun.
  • Provide presales support where required to assist in tender bid preparations or maintenance renewals.
  • Evaluating project and team requirements and delivering continuous process and service improvements while delivering improved margins.
  • Support escalation cases and ensure action plans are created and implemented until resolution of incidents.
  • Develop and maintain key performance indicators (KPIs) to assess team performance, and continuously work to improve and exceed targets.
  • Negotiate with vendors and work with multiple teams to ensure adequate resources are available during various phases of the project.
  • Work closely with client users and operations teams on change request effort, schedules and prioritize changes based on business needs.
  • Clear and open communication with customers on project issues, clarifications and areas for improvement.
  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the relevant stakeholders.

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