Service Delivery Manager

5 days ago

Singapore KDDI ASIA PACIFIC PTE. LTD. Full time

Job Summary The Service Delivery Manager (SDM) is the dedicated client-facing role responsible for ensuring contracted IT or managed services are delivered effectively and efficiently. Their primary function is to own the client relationship, guarantee service quality and performance by monitoring Service Level Agreements (SLAs), managing operational processes, leading service improvement initiatives, and acting as the main point of escalation to maintain high levels of client satisfaction and retention. Responsibilities Serve as the primary point of contact for clients regarding service issues, conduct regular service review meetings, aligning client's expectations and manage client satisfaction. Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identify and lead service improvement initiatives (CSI). Managing and ensuring the operational processes of the service desk and operational teams, manage the service budget and resources, ensure compliance with ITIL or other relevant frameworks. Take ownership and oversee the escalation and resolution of critical or major incidents and complex problems to drive swift resolutions and post-incident review. Proactively identify gaps and inefficiencies in current service delivery processes and lead initiatives to implement improvements, often leveraging frameworks like ITIL . Conduct regular service review meetings with clients and internal stakeholders, presenting performance reports, discussing service improvements, and providing clear, timely updates during major incidents. Work with development and technical teams to ensure new services or changes are designed and transitioned into operation smoothly, without negatively impacting the existing service environment. Oversee and manage the performance of third-party vendors and suppliers who contribute to the delivery of the service, ensuring they meet their obligations. Requirement: Experience: 3 to 5 years in IT service management (IT Infrastructure, cloud services), proven track record in a client-facing service delivery role. Skills: Strong understanding of IT service management principles (ITIL certification is often required), excellent leadership and people management skills, strong analytical and problem-solving abilities, exceptional communication, and presentation skills. Education: Bachelor's degree in a relevant Information Technology field. Desired Qualifications (Nice to Have): ITIL certification (Foundation or higher), experience with specific CRM or service management platforms (e.g., ServiceNow), project management experience.

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