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Service Delivery Manager

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Date: 27-May-2021

Location: StarHub Green

Company: StarHub Ltd

Job Description

 

The 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.    Dedicated Service Delivery Manager for allocated customers to build relationships and become the single point of contact for all service related matters associated with the account.
2.    Escalation point for allocated customer accounts
3.    Prepare and deliver Network Performance Reports as per customer’s need
4.    Produce and maintain Operational Process Documents for the agreed supported networks
5.    Produce and maintain Service Improvement Plans specifically tailored to the customer’s needs
6.    Arrange and attend customer service reviews as per the agreed schedule
7.    Prepare meeting reports and actions list for all service reviews
8.    Identify alongside with Account Management on potential to develop the customer’s existing portfolio and increase revenue for the business
9.    Ensure that customer incidents and requests are dealt with according to agreed Service Levels
10.    Work closely with all areas of the business to address customer issues or service improvements as required
11.    Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers

 

REQUIREMENTS

  • Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN, Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage
  • A good understanding of Local Government and Financial Service Institution, preferably from experience of working with or within that area
  • Have good exposure on Fix and Mobile Telecommunication Infrastructure. Operation experience with a good overview understanding of Enterprise Networking and Cloud Implementation will be an advantage.
  • Proven track record of providing excellent customer service to SLA’s and experience of managing key customer relationships within a service delivery type role
  • Proven experience in creating reports on SLA performance and service availability
  • Experience in managing 3rd party suppliers to agreed SLA’s
  • Experience using network monitoring tools i.e. Solarwinds, HPIMC, Netflow to provide reports
  • Good documentation skills, specifically around documenting both internal and customer processes
  • Good working knowledge of Microsoft Excel (required)
  • Excellent communication and organisational skills
  • A pro-active approach to work, with a positive can-do attitude
  • Flexibility in responding to customers’ requests as and when required

Qualifications

1.    Minimum 3 years proven Service Delivery experience in the IT industry in similar capacity. Experience in System Integrator environment will have added advantage.

2.    ITIL qualification and experience of the application of the IT Infrastructure Library framework in the workplace. Possess ITIL v3 Foundation

 

*We regret that only shortlisted candidates will be notified.