Service Delivery Manager

LOGICALIS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

LOGICALIS SINGAPORE PTE. LTD. is looking for a Customer Support Manager to ensure operational efficiency and customer satisfaction. This role involves leading the customer support team, maintaining service levels, and driving improvements in customer support processes.

The ideal candidate has a bachelor's degree, ITIL certification, and at least 5 years of experience in service delivery. Excellent communication and team management skills are essential.

Interested applicants should submit their expected salary and notice period.

Qualifications

• 5 years of relevant industry experience in service delivery.
• High level of technical competency and acumen.
• Excellent verbal and written communication skills in English.

Responsibilities

• Achieve committed SLAs, Operational Efficiency & CSAT/NPS.
• Drive quick resolution to customer-impacting issues.
• Oversee day-to-day customer support operations and team management.
• Analyse, implement improvements, and report on support metrics.

Skills

Customer Satisfaction

Service Quality

Analytical Skills

Team Management

Communication Skills

Education

Bachelor’s Degree in Engineering, Computer Science, Business, or related field

ITIL Foundation v3, v4 or higher

Tools

ITSM Platforms (ServiceNow, Remedy, Atlassian)

Job description

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

Essential

• 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

As part of the recruitment process, we collect and process personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. By applying to this post and sending us your resume, you agree to the collection, use and/or disclosure of your personal data in the manner as set out in our Data Protection Notice for Job Applicants which can be found.

Logicalis is committed to protecting your privacy.

Click below to view the data protection notice. https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf