Service Delivery Manager

Logicalis Asia Pacific; Singapore; On-site; SGD 140,000 - 180,000; Full time

Job summary

Logicalis Asia Pacific is expanding its Singapore team to lead Customer Support operations, driving SLA delivery for shared services and premium dedicated teams, and elevating customer happiness with service-excellence experiences.

You will champion end-to-end support processes, manage the team, pursue ISO-related certifications, and continuously improve metrics, enabling scalable, high-quality service for enterprise customers in Singapore.

Qualifications

• Excellent verbally and written communication 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 multitask and manage time effectively.
• Expert in documentation and reporting deliverables.
• 5 years of relevant service delivery experience.
• Proven track record creating new processes and governance for operational excellence.
• Experience with escalation and customer expectation management.

Responsibilities

• Achieve committed SLAs and CSAT/NPS targets.
• Own the Customer Support process and lead a team of support professionals.
• Maintain and improve case management practices and SLAs.
• Oversee day-to-day customer support operations and team direction.
• Work toward Service Desk or ISO related Certifications.
• Develop and maintain a well-organised team aligned with business objectives.
• Analyse, report on support metrics and business impact.
• Own escalation handling and track resolution performance.
• Communicate technical issues internally and externally; maintain internal docs.
• Ensure consistent service delivery and drive continuous improvement.

Skills

Customer focus

Self-motivated

Collaboration

Operational processes

Governance metrics

High-priority incidents

Resilience under pressure

Customer management

Analytics

Education

Engineering/CS degree

ITIL Foundation

Tools

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-organised 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 synergise 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