Service Delivery Manager

1 week ago

Singapore AsiaPac Distribution Full time

**Service Delivery Manager**:
**Key Responsibilities**:

- Manage staff assigned/stationed at the customer sites
- 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 & Skills**:

- 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

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