Service Delivery Manager

IDEMIA Public Security; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Service Delivery Manager to enhance customer satisfaction and business value. In this pivotal role, you will define and manage maintenance strategies, oversee customer support engineers, and ensure effective communication with stakeholders. Your expertise in crisis management and technical specifications will be crucial in driving improvements throughout the contract lifecycle. Join a dynamic team where your contributions will significantly impact customer relationships and operational excellence, making a real difference in the delivery of high-quality services.

Qualifications

• Strong background in customer service management and crisis management.
• Ability to define maintenance strategies and manage support teams.

Responsibilities

• Define and manage maintenance strategies based on customer requirements.
• Monitor KPIs and budgets while proposing improvements to maintenance strategies.
• Ensure effective communication with customers and internal stakeholders.

Skills

Customer Service Management

Crisis Management

Communication Skills

Technical Specifications Understanding

Maintenance Strategy Development

Job description

Purpose
This role maximizes customer satisfaction and IDEMIA's business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

Key Missions

1. Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes.
2. Monitors customer service KPIs and maintenance budget, and drives associated action plans.
3. Manages or oversees dedicated field customer support engineers (internal, subcontractors, or third-party maintainers).
4. Ensures adequate communication with customer and internal stakeholders through meetings and reporting.
5. Proposes improvements to maintenance strategy throughout the life of the contract.
6. Ensures proper crisis management by defining, driving, and communicating resolution action plans in strong coordination with customer and internal stakeholders.
7. Understands technical specifications, client requirements, and solution architecture.
8. Defines strategy and manages maintenance activities for simple solutions.
9. Manages critical situations with the customer under supervision of the lead, expert, or senior peer.
10. Prepares and communicates Support Activities Reports and presents results to customers.
11. Works with guidance of more experienced Service Delivery Manager.