Technical Service Delivery Manager

7 days ago

Singapore Tate Asia Full time

**Technical Service Delivery Manager**:
**SUMMARY**:

- Our client is looking for an experienced Technical Service Delivery Manager who will be responsible for managing the secure delivery of technical firewall services to customers.

***:
**KEY RESPONSIBILITIES**:

- Dedicated Service Delivery Manager for allocated customers to build relationships and become the single point of contact for all service related matters associated with the account.
- Escalation point for allocated customer accounts.
- Prepare and deliver Network Performance Reports as per customer’s need.
- Produce and maintain Operational Process Documents for the agreed supported networks
- Produce and maintain Service Improvement Plans specifically tailored to the customer’s needs
- Arrange and attend customer service reviews as per the agreed schedule
- Prepare meeting reports and actions list for all service reviews.
- Identify and provide recommendations on the improvement and mitigation.
- Identify alongside with Account Management on potential to develop the customer’s existing portfolio and increase revenue for the business
- Ensure that customer incidents and requests are dealt with according to agreed Service Levels.
- Work closely with all areas of the business to address customer issues or service improvements as required.
- Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers.
- Any other duties as and when assigned.

**REQUIREMENTS**:

- Sound technical knowledge and understanding of Firewalls, IT/network/communications services including WAN/LAN, Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage.
- A good understanding of Local Government, Research Institutions and Financial Service Institution, preferably from experience of working with or within that area.
- Proven track record of providing excellent customer service to SLA’s and experience of managing key customer relationships within a service delivery type role.
- Proven experience in creating reports on SLA performance and service availability.
- Experience in managing 3rd party suppliers to agreed SLA’s.
- Experience using network monitoring tools i.e. Solarwinds, Zendesk, Netflow to provide reports.
- Good documentation skills, specifically around documenting both internal and customer processes.
- Good working knowledge of Microsoft Excel (required).
- Excellent communication and organisational skills.
- A pro-active approach to work, with a positive can-do attitude.
- Flexibility in responding to customers’ requests as and when required.
- Specialization
-:

- Information Technology
- Type of Employment
-:

- Permanent
- Minimum Experience
-:

- 5 Years

**Work Location**
-:

- Singapore

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