Service Delivery Team Lead

1 week ago

Singapore Y3 TECHNOLOGIES PTE LTD Full time

**Service Delivery Team Lead
**Project/Program responsibilities**
- Responsible for the whole of a project/program, from inception through to completion: Is responsible for the full delivery.
- Act as a strategic liaison between senior client stakeholders, the project/program team and the Sales team.
- Be able to objectively look at the constraints and pain points encountered by both our team and clients in order to steer the project into the right direction.
- Should be able to shield our team in order to create the most optimal environment for them in terms of productivity (quality before quantity) but should also be able to push the team to deliver within the timelines established while still adhering to our Palo way of doing things (values and delivery model).

**Service Delivery responsibilities**
- Day to day management and development of the Service Delivery and Application Support dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager as necessary.
- Continually look for ways to improve the overall support services to the firm through knowledge and process management.
- Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service
- Achieving high levels of customer satisfaction across all IT Services delivered

It’s very important for the Service Delivery Lead to also ensure teams can, not only work effectively by having a productive working environment, but are happy at work - this could mean:

- Giving people the space and tools to think creatively
- Providing enthusiastic and encouraging feedback on priorities, objectives and expectations
- Keeping performance and morale high under difficult and challenging circumstances
- Managing team dynamics while reinforcing the IT Delivery culture of honesty, proactivity and collaboration
- Seeking constructive outcomes in discussions, challenging traditional assumptions while remaining willing to compromise when it is beneficial to progress

**MANDATORY EXPERIENCE**
- Having Bachelor’s Degree in Information Technology / Computer Science / Business Management
- Experienced leading IT Delivery teams in an across APAC region (min 8 years)
- Highly experienced IT professional, having worked across many areas of the SDLC (analysis, project management, dev, test, deployment).
- Experienced delivering at least one large scale Logistics and Supply Chain Management IT program
- Experienced vendor management
- Having good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.
- Staff line management and leadership experience (min 5 years)
- Remote working experience, with both regional IT and business teams

**DESIRED EXPERIENCE**
- Good Ecommerce domain knowledge and experience
- Agile / Scrum/ PMP Project Management qualifications are good to have

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