Service Delivery Manager
4 weeks ago
Key Responsibilities
- Lead the service delivery for assigned accounts, ensuring seamless execution and high customer satisfaction.
- Accountable for the successful implementation of projects, meeting contractual obligations and exceeding customer expectations.
- Manage daily operational support, fostering strong relationships with key stakeholders and resolving issues promptly.
- Monitor service level agreements, escalating and prioritizing issues to ensure optimal performance.
- Act as the primary point of contact for service delivery, providing expert guidance and support to customers.
- Drive service delivery and work request prioritization, aligning with business objectives and customer needs.
- Lead a team of engineers, overseeing desktop, system, network, and helpdesk functions during transition phases.
- Provide customers with actionable insights and trend analysis, proactively supporting business growth and improvement.
- Identify operational gaps, driving closure through internal and external collaboration.
- Maintain long-term customer relationships, serving as a strategic bridge between clients and internal teams.
- Balance customer satisfaction with business objectives, ensuring efficient delivery and cost management.
- Deliver projects within budget, meeting cost plan targets.
- Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
- At least 1-2 years of experience in customer success, service delivery, or sales, with strong stakeholder management and IT support skills.
- Ability to multitask, handling a large portfolio of customer accounts with ease.
- Excellent communication skills, with fluency in English and Mandarin for effective liaison with Mandarin-speaking customers.
- IT outsourcing experience is a plus, with a proven track record of success.
- Proven ability to achieve project milestones and demonstrate broad technology awareness.
- Strong business acumen, customer focus, and financial management skills.
- Self-motivated and proactive in resolving issues and identifying new opportunities.
- Effective interpersonal skills, both written and presentation.
- Strong analytical and problem-solving skills, with the ability to provide quick resolution to problems.
Customer Success
Service Delivery
Project Coordination
Stakeholder Management
Business Acumen
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