Svc Delivery Mgr, Svc(Ims) Ldrship

2 days ago

Singapore NCS Full time

**Svc Delivery Mgr, Svc(IMS) Ldrship**:
**Date**:18 Oct 2024

**Location**: Singapore, Singapore

**Company**:Singtel Group

**PRIMARY PURPOSE**:

- The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements

**RESPONSIBILITIES**:

- to assist the Senior Managers to train and guide junior team members.

Project Delivery
- Act as a focal point for all support related queries and issues
- Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
- Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
- Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
- Review and approve service request/enhancement effort, schedules and risk plans
- Review and raise resource requirement
- Responsible for resource forecasting and planning
- Review, monitor and report project health status

Customer/Vendor Management
- Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes.

Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities

Team Management
- Delegate tasks effectively by providing clear and specific instructions and goals
- Plan, track and monitor the tasks assigned to the team leader/ members
- Participate in leadership activities and providing performance feedback and developmental coaching
- Monitor and improve team performance, providing leadership, coaching, and performance management
- More than 5 years of experience in IT service delivery management
- More than 5 years of experience in senior stakeholder management

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