Service Delivery Manager

**About Us**: Terrabit Network Pte Ltd is a leading system integrator specializing in providing cutting-edge technology solutions and services. We are dedicated to delivering high-quality system integration and IT infrastructure solutions to our clients. We are currently seeking a skilled Service Delivery Manager to join our dynamic team.

**Job Overview**: The Service Delivery Manager is responsible for overseeing the efficient and effective delivery of services to clients, ensuring that the services meet quality standards, performance targets, and customer satisfaction.
- Manage the end-to-end delivery of services to clients, ensuring all agreed-upon service levels are met.
- Monitor the delivery of services to ensure they meet the performance standards and client expectations.
- Liaise with clients to understand their needs and ensure that service delivery aligns with their expectations.
- Supervise and manage the service delivery team, ensuring that the team is working efficiently and effectively.
- Provide coaching, training, and performance management to team members.
- Coordinate with cross-functional teams (such as IT, operations, or customer support) to ensure timely service delivery.
- Act as the main point of contact between the service delivery team and clients.
- Address and resolve escalated issues, ensuring client satisfaction.
- Regularly meet with clients to assess service satisfaction and identify potential areas for improvement.
- Identify and implement process improvements to increase service efficiency and customer satisfaction.
- Monitor service performance metrics and drive corrective actions for any deviations from service delivery goals.
- Provide regular reports to stakeholders on service delivery performance, incidents, and improvements.
- Maintain documentation on service delivery procedures, escalations, and resolutions.
- Manage budgets related to service delivery, ensuring resources are allocated efficiently.
- Ensure service delivery is cost-effective while maintaining quality standards.
- Ensure service delivery complies with all relevant regulations and contractual agreements.
- Identify potential risks related to service delivery and take proactive steps to mitigate them.

**Requirements**:
**Educational Qualifications**:

- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Additional certifications in Service Management (e.g., ITIL, PMP) are highly desirable.

**Experience**:

- Proven experience in service delivery or a related field (typically 3+ years).
- Experience in managing cross-functional teams or working in a client-facing role is often required.

**Skills**:

- Strong communication skills, both written and verbal.
- Excellent organizational and time management abilities.
- Analytical mindset to assess service performance and identify improvements.
- Ability to manage client relationships and resolve conflicts.
- Proficiency in service management tools (e.g., ServiceNow, Jira).

**Technical Skills (if relevant to the industry)**:

- Knowledge of IT systems, software, or tools used in service delivery.
- Familiarity with service management frameworks like ITIL or Six Sigma.

**Soft Skills**:

- Strong problem-solving abilities.
- Ability to work under pressure and handle multiple priorities.
- Leadership skills to motivate and manage teams.
- High level of customer focus and commitment to service excellence.

**Job Types**: Full-time, Permanent

Pay: $4,500.00 - $6,000.00 per month

**Benefits**:

- Additional leave
- Cell phone reimbursement
- Dental insurance
- Food allowance
- Health insurance
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- 13th month salary

**Experience**:

- Project management: 3 years (preferred)

License/Certification:

- PMP (preferred)

Work Location: In person