Job Description

Responsibilities

• Lead and manage a team of IT professionals, including engineers, support analysts, and client support representatives.
• Control department P&L and budget
• Establish and maintain robust service delivery and operation processes that are efficient, scalable, and aligned with industry, ITIL/ITSM best practices.
• Oversee the technical delivery of client projects to ensure projects are delivered efficiently and effectively, within budget and to the highest quality standards.
• Oversee incident and problem management, ensuring timely resolution and continuous improvement, and in line with client NPS targets.
• Drive high levels of client satisfaction through proactive communication, issue resolution, and relation management.
• Manage service level objectives (SLO) and agreements (SLAs) and ensure service delivery and operations meets or exceeds agreed-upon metrics.
• Collaborate with sales, presales, project management, and other internal teams to ensure seamless client experience and high-quality standards across the entire lifecycle.
• Identify and implement process improvements to enhance service delivery and operations efficiency and effectiveness.
• Track and analyse key performance indicators (KPIs) to measure department effectiveness, delivery, and operations performance.
• Analyse client feedback and translate insights into actionable initiatives.
• Foster a culture of collaboration and continuous learning within the team.

Requirements

• Degree in IT/Engineering or related with at least 8 years of experience in service delivery.
• Track records leading a team and IT delivery service would have an added advantage.
• Excellent interpersonal and communication skills

We regret that only shortlisted candidates will be notified.