Service Delivery Manager

2 weeks ago

Singapore FUJIFILM BUSINESS INNOVATION ASIA PACIFIC PTE. LTD. Full time

Responsible for establishing and managing foundations and capabilities for effective, sustainable services delivery, covering: operations/processes, human capital, financial across the following functional areas: transition management and ongoing delivery for global clients.

**RESPONSIBILITIES & TASKS**:

- Accountable for planning and delivery of services for global clients and other new requests or project as directed by the regional service delivery managers.
- Service levels achieved through adoption of Service Delivery Model framework taking functional guidance from the regional program manager.
- Own, manage and regularly report the client’s Profit and Loss (P&L)
- Work in collaboration with regional office to identify and follow up on new business opportunities.
- Lead and drive customer satisfaction survey including follow up actions to achieve customer loyalty and ultimately customer retention.
- Maintain and implement service delivery (including technology) strategies and standards for Client’s managed services.
- Provide support to customer service requests as required - participate in regional customer meetings as required.
- Provide strategic on-site leadership as the local Services Delivery Operations (SDO) focal point - set overall mid/long-term goals for the client and ensure alignment at LEO level
- Own and drive mid-range/annual/half-yearly planning with RSDO and local FUJIFILM OpCos. Ensure alignment within LEO. Ensure delivery to plan.
- Represent local SDO delivery in relevant forums (e.g., management meetings as required, RSDO stakeholders governance, provide regular reviews and updates to plan, maintain and report on AIR log)
- Own and drive continuous improvement initiatives such as Lean Six Sigma (LSS) and quality assurance and risk management (QARM) programs.
- Support LEO business imperatives (revenue/profit growth/Cost) as directed by the regional office;
- Responsible for global services matters for LEO as directed by the regional office;
- Support necessary change/transformation to establish LEO for future growth.

**Min Years of Experience**

Min 10 years of work experience, 5 of which should be in a service environment (preferably in an outsourcing context), 3 of which should be in an operational management or account delivery management role.

**Min Education / Other Technical / Professional Qualification Level**

Bachelor Degree

**Skills and Abilities**
- CITPM, PMP certification desirable, not mandatory
- Able to speak one Asian Language or more to effectively communicate and collaborate with stakeholders, however not mandatory

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