Svc Delivery Mgr, Svc(IMS) Ldrship

5 days ago

Singapore Singtel Group Full time

We are a leading technology services firm with operations across the Asia Pacific region, delivering consulting, digital services, technology solutions, and more.
The Senior / Service Delivery Manager will be responsible for managing day-to-day support of medium-scale maintenance projects, ensuring customer requirements and service levels are met. The role includes team health checks, application monitoring, handling customer queries, incident investigation and resolution, tracking incidents to closure, and training/guiding junior team members in support of the Program Manager.
What will you do?
Act as a focal point for all support related queries and issues
Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
Review with support team to ensure that all support tasks and deliverables meet quality and service levels
Ensure that regular reviews of the services provided (SLA/KPI) are conducted to maintain alignment with customer expectations
Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
Review and approve service request/enhancement effort, schedules and risk plans
Review and raise resource requirements
Responsible for resource forecasting and planning
Review, monitor and report project health status
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth BAU support operations
Ensure effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) within agreed timeframes
Business Development
Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the

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