Service Delivery Manager

6 days ago

Singapore U3 Infotech Pte Ltd. Full time

Key Responsibilities
People Management
Manage staff assigned/stationed at the customer sites
Service Delivery Management
Implement and manage service delivery management projects and coordinate internal resources (Subject Matter Experts) and internal/external resources to support daily operation and project delivery
Act as single point of contact for the quality of service and performance provisioned to the customers; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.
Own the ITSM - Incident Management (end to end ownership of tickets, especially major and critical ones), Problem Management, Change Management, Asset Management, Vendor Management, Master Service Agreement and Contract Management, Reporting cadence
Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews
Cross Group Collaboration
Work closely with Sales to
a) deepen customer relationships with high level of customer satisfaction
b) identify new opportunities
Work closely with all technical group/vendors and partners to support daily operations and project delivery
Qualifications/Experience/Knowledge
Degree or other equivalent
At least 5 years of IT Service Delivery Management experience
At least 3 years of user production support
Expert in ITSM - Incident Management, Problem Management, Change Management, Asset Management, Vendor Management, Contract Management
Understanding of IT Services Offerings
Understanding infra stack i.e. x86, Unix, storage, networks, security, desktops/laptops/devices, servers
Knowledge of IT lifecycle management
Possess strong problem-solving skills and able to prioritise and manage multiple tasks
Mature critical situational management skills
Strong communication skills
Strong interpersonal and stakeholder management skills with ability to coordinate between technical and business teams
Able to interact with various levels of internal and external stakeholders both in written and verbal forms
Ability to efficiently understand client organizations and their business model and to tailor relevant processes to privacy requirements.
ITIL Certification will be an added advantage

About the Company
U3 Infotech is a Technology Solutions, Managed Services, and Talent Management Solutions company with over 2 decades of experience in the APAC region since 2002. Our clients include Fortune 100, MNCs, Leading Regional Organizations, Government organizations, and Start-ups. We work with clients across Banking, Insurance, Bioscience, Pharmaceutical, Healthcare, Engineering, Product, and Supply Chain domains.

We have been growing rapidly through value creation, solving complex problems, and addressing the opportunities of our clients’ businesses. We differentiate ourselves through our deep commitment at all levels, entrepreneurial mindset, outcome-driven approach, and financial resources

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