Service Delivery Manager

ITCAN Pte Limited; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten Service Delivery Manager, der die Verantwortung für das Management der täglichen Service Delivery Support-Aktivitäten übernimmt. In dieser Rolle arbeiten Sie eng mit verschiedenen operativen Bereichen zusammen, um sicherzustellen, dass Incident Management-Prozesse effektiv eingehalten werden und Service Level Agreements erfüllt sind. Ihre Fähigkeit, Serviceverbesserungen zu identifizieren und umzusetzen, wird entscheidend sein, um die Kundenzufriedenheit zu steigern. Wenn Sie eine Leidenschaft für Service-Management und Kundenbetreuung haben, ist dies die perfekte Gelegenheit, um in einem dynamischen Umfeld einen Unterschied zu machen.

Qualifications

• Erfahrung in der Verwaltung von Incident Management-Prozessen und Service Level Agreements.
• Fähigkeit zur Koordination von Change Management-Aktivitäten und zur Implementierung von Serviceverbesserungen.

Responsibilities

• Verantwortlich für das Management der Service Delivery und die Einhaltung von Service Level Agreements.
• Koordination von Change Management-Aktivitäten und Identifizierung von Serviceverbesserungen zur Steigerung der Kundenzufriedenheit.

Skills

Incident Management

Service Level Agreements

Change Management

Service Improvement

Resource Forecasting

Job description

The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support.

The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.

1. Ensure Incident Management processes are followed effectively (ie SRT's escalation and notification).
2. Process management and co-ordination for PIR's and RCA's for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate Business implements actions to prevent reoccurrences of the same issue.
3. Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized.
4. Coordinating Change Management activities as required.
5. Identify, implement and drive service improvements to increase customer satisfaction.
6. Forecast resource demand to ensure planning and effective delivery of end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis.
7. Accountable for account service problems and prioritization of work requests for monitoring specific customers.
8. Work with Business to integrate new, enhanced, and existing service offerings for the account.
9. Take a positive leadership role in both customer businesses by demonstrating core values.
10. May supply input to the customer Annual Technology Plan.
11. Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to proactively support and improve the customer business.
12. Work with Tower to analyze client requirements and provide technical inputs (Server, Network, and Database) for better Service delivery.
13. Understand Technical setup of the Client and provide technical inputs to manage existing services with continuous improvement/enhancement required.
14. Work with Internal teams for delivering services beyond BAU with additional revenue generated.