Service Delivery Manager

Logicalis Asia Pacific; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Logicalis Asia Pacific is expanding its Singapore customer support leadership team. The role oversees the customer support function, drives SLA delivery for shared services and premium teams, and aims to heighten customer happiness and service excellence.

The ideal candidate has business and support management experience, a self-starter mindset, and a track record of increasing NPS in Singapore. Strong governance, analytics and cross-functional collaboration are essential.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business, or related field.
• ITIL Foundation v3/v4 or higher.
• Experience with ITSM platforms (ServiceNow, Remedy, Atlassian).
• Strong English communication, documentation and reporting skills.
• 5 years of relevant industry experience delivering services.
• Proven ability to establish processes, governance and operational excellence.

Responsibilities

• Achieve committed SLAs, drive operational efficiency and CSAT/NPS.
• Own the Customer Support process and manage a capable support team.
• Maintain case management practices and defined SLAs.
• Oversee day-to-day operations and guide quality and direction.
• Develop continuous improvement and scale support offerings.
• Provide regular status reports to senior management.

Skills

Customer focus

Independent

Team player

Governance & metrics

Data driven

Stakeholder management

Under pressure

Education

Bachelor’s Degree in Engineering or IT/business

Tools

ITSM platforms (ServiceNow, Remedy, Atlassian)

Job description

Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span across industries such as financial services, TMT (Telecommunications, Media and Technology), Education, Healthcare, Retail, Government, Manufacturing and Professional Services. Our focus is to engage in the dynamics of our customers’ vertical markets and apply the skills of our employees in modernising key digital pillars, Data centres and Cloud services, Security and Network Infrastructure, Workspace communications and collaboration, Data and information strategies, and IT operations modernisation.

Logicalis Group has an annualised revenue of over $1.7 billion, from operations in Europe, North America, Latin America, Asia Pacific and Africa. It is a division of Datatec Limited, listed on the Johannesburg Stock Exchange, with revenues of over $4 billion.

As we continue to grow as a business, our people are our key differentiator with our competitors, and developing and retaining our talent is a key priority for all of our businesses. We will recommend that you watch this short video with input from our employees around the world.

We are growing our team in Singapore; this role will be responsible for the customer support teams and operations in Singapore. Spearheading SLA delivery for shared services customers as well premium dedicated support teams, this role will drive customer happiness and truly creating service excellence experiences.

The ideal candidate will possess both business and support management skills that enable her or him to drive an engagement be it at the customer’s CXO levels or the operational team. He/she should also be a self-starter prepared to develop and execute to increase NPS in Singapore.

Job Responsibilities:

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
• Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
• Establish and adhere to customer support case management practices, including meeting defined SLAs.
• Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
• Work toward Service Desk or ISO related Certifications
• Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
• Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
• Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
• Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
• Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
• Build Support career framework to enhance the team's focus on personnel development
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.

Required Traits:

• Obsessed with Customer Satisfaction & Service Quality.
• Independent and self-motivated to drive outcomes.
• Collaborative and Team Player to synergize with various department.
• Deep understanding of operational processes to drive efficiency.
• Strong believer of Governance and metric driven service improvement.
• Ability to drive high priority cases towards resolution with sense of urgency
• Positive outlook and able to work under pressure.
• Strong Customer Management and Team management skills
• Analytics & Data Driven

Required Qualifications:

• Excellent verbally and written communication skills in English.
• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation v3, v4 or higher.
• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
• High level of technical competency and acumen
• Able to perform multi-tasking and time management
• Expert in documentation and reporting deliverables.
• 5 years of relevant industry experience of delivering services, based on a standalone or combination of the following:
• Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
• Escalation and issue management and managing customer expectations