Service Delivery Manager

3 days ago

Central Singapore Emprego SG Full time

**Location**

Singapore, Central Singapore

**Job Type**

Full Time

**Salary**

$4,000 - $7,000 Per Month

**Date Posted**

11 hours ago

Additional Details

**Job ID**

4457

**Job Views**

3

Roles & Responsibilities

**Service Delivery Manager**

**Summary of Role’s Responsibilities**:
Oversee the delivery of end user services within the APAC region, managing remote and on-site deskside technicians who provide IT support to end users and end user hardware (laptops, desktops, mobile devices, printers, etc.).

**Specific Responsibilities**:

- Serve as a direct interface to the customers, providing status on special projects (e.g. hardware refreshes), VIP escalations and overall team performance.
- Responsible for meeting Service Level Agreements and KPIs within their region, ensuring tickets are resolved in a timely fashion and populated with the correct work details.
- Identify opportunities to better support the business and promote IT as a trusted business partner
- Maintain a detailed knowledge of the key IT services, and manage and influence demand for IT services at the regional level
- Support and engage with customers frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests.
- Ensure the training, shadowing and successful onboarding of new employees.
- Track and monitor the performance of all end-user SLAs and KPIs daily for each technician within their region, identifying trends and implementing corrective action when SLAs are at risk.
- Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format.
- Manage team schedule, balancing employee absences/vacations and SLAs/KPIs
- Reviews service delivery process and procedures, recommending customer service and IT process support enhancements.
- Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information.
- Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues.
- Collaborate with other organizational entities (e.g. service desk, Group IT) and external vendors to solve issues on the customer’s behalf.
- Acting as a focal point for escalations/complaints from the customer regarding account administration tasks and team: communication with clients, service providers, and management (if needed);
- Ensure that Client specific policies, practices and procedures are adhered to at all times;
- Responsible for ensuring all team members are working effectively and efficiently within their specified roles;
- Contributing to a team environment by actively sharing knowledge, expertise and best practices across the team;
- Participates as a team member to achieve established objectives, by working in close liaison with the process owner, management team and other project specialists
- Reporting on progress, issues and problems to line manager; giving suggestions to optimize service offered and work processes

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Tags

service

delivery

manager

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