Job Description

Service Delivery Manager’s role will be client facing and the successful candidate will be tasked with managing the customer relationship and daily operation run for our key clients.

RESPONSIBILITIES

1. Build relationships with customer and be the single point of contact for all service-related matters associated with the account and/or project.
2. Proactively working with customer manager in directing IT strategy, highlighting decision points and quantifying business impact of various alternatives.
3. Ensure service delivery in accordance with agreed scope of work and Service Level Agreement (SLA).
4. Create, propose and review standard operating procedures (SOPs) with customer
5. Manage deviations from standards and enforce compliance measures
6. Manage issues and/or complaints raised by support staff to ensure they are addressed accordingly
7. Submit reports on a regular basis to customer management on the service performance, feedback and actions taken, as well as recommendations and ideas for service improvement
8. Evaluate team performance and propose improvement if needed
9. Proposes and execute plans for the ongoing improvement of service quality
10. Ensures service continuity within operation through Business Continuity Planning
11. Ensures the team members morale and needs are taken care
12. Set regular meetings with the members of the managed services team and customer managers
13. Interview and selection of right candidates for the team
14. Ensure customer satisfaction

REQUIREMENTS

• Bachelor's degree in information technology / information system / computer science. Business IT or other relevant disciplines.
• Minimum 8 years' experience in managing IT Network projects.
• IT Infrastructure Library (ITIL) certified and experience in application of the framework in the workplace will have added advantage.
• Possess a full and broad understanding of services including End User Computing (EUC), Systems and Network technologies. Technical knowledge in IT Technology (EUC, Systems, Networks, Backup/Restore)
• Proven experience of managing key customer relationships within a service delivery type role.
• Proven experience in creating reports on SLA performance.
• Experience in managing 3rd party suppliers to agreed SLAs.
• Experience using monitoring tools i.e. ServiceNow to provide reports
• Excellent communication and organisational skills
• Good documentation skills, specifically around documenting both internal and customer processes
• Good working knowledge of Microsoft PowerPoint and Excel (required)
• Pro-active approach to problem solving, quick thinking, with a positive can-do attitude
• Flexibility in responding to customers’ requests as and when required.