Service Delivery Manager

Job ID:
**DL-IT-Ops-SD-001**

**Job Type**:
**Full Time**

Job Classification:
**Senior / Manager**

Department:
**Information Systems**

Function:
**Information Systems**

**Location**:
**Aljunied / Jurong, Singapore**

Years of Experience:
**8**

Job Responsibilities/Requirements:
**About The Role**

A service delivery manager is responsible for overseeing and managing the triage process within an organization. This role involves coordinating and prioritizing incoming requests, incidents, or issues, and assigning them to the appropriate teams or individuals for resolution. The SDM ensures that incidents are properly assessed, categorized, and escalated as needed, while maintaining effective communication with stakeholders. Also, the SDM ensure that the services are delivered according to agreed-upon service level agreements (SLAs) and meet the needs and expectations of internal customers. The Service Delivery Manager collaborates with cross-functional teams to identify and implement improvements in service delivery processes and customer satisfaction.
- Maintaining P1/P2 SLA and lead triage, Maintain P1/P2/P3+/P3 SLA
- Triage and communicate all P1/P2 incidents timely.
- Manage all IRT process.
- Lead Helpdesk / Service Desk Team and Incident Managers

**Key Responsibilities**
- Lead and manage the triage team, providing guidance, mentorship, and support to team members.
- Develop and implement a comprehensive triage process and workflow, aligned with the organization's goals and objectives.
- Coordinate and prioritize incoming requests, incidents, or issues based on severity, impact, and urgency.
- Assess and categorize incidents or issues, ensuring accurate and timely documentation of relevant details.
- Assign incidents or issues to the appropriate teams or individuals for resolution, considering their expertise and workload.
- Monitor the progress of assigned incidents or issues, ensuring that they are being addressed within the defined service level agreements (SLAs).
- Escalate incidents or issues as necessary, following the established escalation procedures.
- Collaborate with cross-functional teams, such as IT, operations, and customer support, to ensure effective communication and resolution of incidents or issues.
- Analyse triage data and metrics to identify trends, patterns, and areas for improvement in the incident management process.
- Develop and maintain documentation, including standard operating procedures (SOPs) and knowledge base articles, to support the triage process.
- Conduct regular training sessions and workshops to enhance the skills and knowledge of the triage team members.
- Establish and maintain strong relationships with internal stakeholders and customers, acting as a point of escalation for service-related issues.
- Identify and implement improvements in service delivery processes, tools, and methodologies to enhance efficiency and customer experience.
- Conduct regular service reviews with customers to gather feedback, address concerns, and identify opportunities for service improvement.
- Manage and resolve service-related incidents and problems, ensuring timely communication and resolution.
- Stay up-to-date with the latest industry best practices and tools related to incident management and triage processes.

**Key Requirements**
- Bachelor's degree in computer science, information technology, or a related field.
- Proven 8-10 years experience in managing a triage team or working in a similar role, preferably in a fast-paced and dynamic Telecom environment.
- Strong knowledge of incident management processes, methodologies, and tools.
- Excellent organizational and prioritization skills, with the ability to handle multiple incidents or issues simultaneously.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
- Ability to work effectively under pressure and manage multiple priorities.
- Proficiency in using incident management tools and systems.
- Relevant certifications, such as ITIL Foundation or Certified Incident Manager (CIM), are highly desirable.

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