Svc Delivery Mgr, Svc(Ims) Ldrship

24 hours ago

Singapore NCS Full time

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.

Main Job reponsibilities include:

- Assisting the Senior Managers to train and guide junior team members. Project Delivery
- Acting as a focal point for all support related queries and issues
- Reviewing transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Reviewing with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensuring 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)
- Reviewing and approve service request/enhancement effort, schedules and risk plans
- Reviewing 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
- Recognise tertiary education Dip/Deg in IT/Engineering or equivalent
- Minimum 5 years of relevant experience
- Good stakeholder mangement and interpersonal skills
- Exellent team player and ability to work under pressure

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