Service Delivery Manager (Customer Success / Post Sales)

Adventus Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology service provider in Singapore is looking for a Service Delivery Manager. This role will oversee service delivery for assigned accounts, ensuring customer satisfaction and successful project implementation. Candidates should possess a Bachelor's degree in IT and 1 to 2 years of experience in service delivery or customer success. Fluency in English and Mandarin is required for effective communication with clients. Strong stakeholder management and analytical skills are essential for this position.

Qualifications

• 1 to 2 years experience in customer success or service delivery.
• Fluent in English and Mandarin.
• Strong project coordination skills.

Responsibilities

• Lead service delivery for assigned accounts.
• Manage daily operational support and communication with key stakeholders.
• Provide reporting and analysis to improve customer business.

Skills

Customer success management

Stakeholder management

IT support skills

Communication

Analytical skills

Problem solving

Education

Bachelor Degree in Information Technology/Information Systems/Computer Science or Business IT

Job description

Responsibilities

• Lead and drive the service delivery for assigned accounts
• Accountable for the success of projects implementation for assigned contracts
• Manage and communicate with key holders on daily operational support
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Act as the point of contact for service delivery
• Responsible for service delivery of account and prioritization of work requests
• Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the onboarding of service/equipment
• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
• Identify operational gaps and drive to ensure closure, both internally and externally
• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
• Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
• Ensure delivery to cost plan
• Any other ad-hoc duties as required or assigned

Requirements

• Bachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
• At least 1 to 2 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills
• Ability to multi-task, with experience handling a large portfolio of customer accounts
• Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
• IT outsourcing experience with proven track records preferred
• Proven success in achieving project milestones and broad technology awareness
• Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project coordination skills
• Strong business acumen, customer focus and good financial management skills
• Self-motivated and proactive in resolving issues and identifying new opportunities on the account
• Effective interpersonal skills, both written and presentation
• Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems