IT Service Excellence Manager

5 days ago

Singapore beBeeServicedelivery Full time $90,000 - $120,000
Service Delivery Manager

Key Responsibilities:

  • Oversee the delivery of desktop IT concierge services to meet client expectations and service level agreements.
  • Monitor service performance, address deviations from agreed standards, and ensure timely resolution.

Leadership Roles:

  • Lead and mentor a team of IT support professionals to drive 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 exceeded.
  • Address and resolve client concerns promptly, maintaining high satisfaction levels.

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.
  • 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:

  • 5+ years of experience in IT service delivery with a focus on desktop support and end-user services.
  • Bachelor's degree in Information Technology or Computer Science; relevant certifications like ITIL or Microsoft Modern Desktop Administrator preferred.

Key Skills:

  • Strong understanding of desktop environments, hardware, software, and IT support tools.
  • Proven leadership skills to manage and motivate IT professionals, driving performance and engagement.
  • Excellent communication and interpersonal skills to build strong relationships with clients and stakeholders.
  • Strong analytical and problem-solving skills to manage and resolve complex issues effectively.

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