Service Delivery Excellence Leader

7 days ago

Singapore beBeeOperational Full time

About This Dynamic Role

This is a key leadership position that involves managing a team of experts, driving strategic initiatives to enhance service delivery, ensure compliance and optimize operational efficiency.

Key Responsibilities

  • Lead and mentor a team of quality analysts and delivery assurance professionals to uphold industry standards and elevate service delivery.
  • Foster a culture of continuous improvement, collaboration and employee engagement.
  • Drive strategic projects that enhance service delivery efficiency and compliance.

Quality Assurance & Governance

  • Develop and implement a comprehensive Quality IT Service Management System aligned with industry standards ISO 27001, ISO 20000, COBIT.
  • Establish and maintain a quality audit framework to ensure adherence to ITIL processes across service lines.
  • Oversee internal audits related to information security and service delivery compliance, enhancing audit readiness and issue remediation.

Risk Management

  • Design and execute risk mitigation strategies to safeguard client trust and ensure regulatory compliance.
  • Identify and manage cross-functional risks including information security third-party vendor risks and operational vulnerabilities.
  • Conduct comprehensive risk assessments to support smooth project execution and client satisfaction.

Process Optimization & Automation

  • Realize cost savings through process centralization and implementation of a unified operating system.
  • Identify automation opportunities and provide input during requirements and development phases monitor post-deployment success rates.
  • Plan and implement improvement initiatives based on data analysis customer feedback and audit results.

Product Lifecycle & Compliance

  • Manage the full product lifecycle ensuring high-quality outcomes from requirements gathering to product release.
  • Enable regulatory compliance through robust documentation training and governance of cybersecurity-related processes.

Qualifications & Skills

  • Proven experience in service delivery management governance and quality assurance.
  • Strong leadership and team-building capabilities.
  • Expertise in ITIL ISO standards COBIT and risk management frameworks.
  • Excellent analytical strategic planning and communication skills.
  • Ability to drive operational excellence and foster sustainable growth.

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