Service Delivery Manager

6 days ago

Singapore MEGA ASIA SOFTWARE PTE. LTD. Full time

**About your job**

As a Service Delivery Manager, you report directly to the MEGA Cloud Services (MCS) Director and closely collaborate with the local Service Director to provide the best service possible.

By understanding customer needs you will be our customer advocate at MEGA.

You have a 360° view of APAC customers and engage MEGA in front of them.

You’ll need to ensure SLAs compliance and a follow up on issues resolution status.

**Responsibilities**

**Implementation**
- Lead scoping and monthly meetings with customers
- Drive the implementation of ITSM process management
- Coordinate customers' operational acceptance

**Operation**
- Plan maintenance tasks with client (and cloud engineer)
- Track service performance against the SLA
- Plan upgrades or new configurations with the client's administrator
- Plan exceptional operations with the customer
- Manage severe incidents and crises related to SLA non-compliance

**Governance**
- Create performance reports
- Prepare service disruption reports

**Follow-up**
- Establishing and maintaining strong relationships with internal and external stakeholders
- Organize and/or participate to client steering committees
- Communicate and manage the customer relationship regarding SaaS deployment and utilisation.

**Your qualifications**
- After completing a bachelor’s degree, you have 5 years of related experience in relationship and negotiation with clients.
- Project management / Consulting background, Knowledge of SaaS
- Fluent spoken and written in English.
- In your daily practice, you are proactive and organized, you ensure a rigorous follow-up with regular reporting and raise the appropriate alerts.
- You have good management and social skills and a great sense of confidentiality.
- Service oriented and customer satisfaction focused are essential qualities for this position.

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