Service Delivery Manager
Summary
Service Delivery Manager at a Japanese MNC's research centre in Singapore: oversees IT service delivery day to day — tracking service metrics, managing incidents/problems/changes, coordinating stakeholders, and driving continuous service improvement — while identifying upsell opportunities. Requires 5+ years in service delivery management plus technical knowledge such as TCP/IP.
About the Client
The client is a well-known MNC from Japan. Its fifth research centre aims to speed up the time-to-market of new technologies that help contribute to the resolution of a broad range of business and social concerns.
Job Responsibilities:
- Tracking and reporting service metrics to internal and external stakeholders
- Ensure that services delivered meet the service levels agreed upon.
- Manage and refine the service delivery processes for clients.
- Continuous Service Improvement to achieve service excellence.
- Point of contact for customers as well as internal stakeholders for all operation issues related to our service delivery.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident review0073
- Translate customer requirements into working instructions for the delivery teams.
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Incident/Problem/Change management.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Build and maintain customer relationships.
- Identify sales opportunities within installed bases and work with business managers to translate them into upsells.
Job Requirements:
- Degree in Computer Science or computer-related field
- Minimum 5 years of service delivery management experience
- Technical and Security Knowledge (e.g., TCP/IP) is a must.
- Minimum 3 years experience in managing technical professionals e.g., server engineers and network engineers.
- Ability to create reports, make recommendations, and present findings to customers.
- Certification in Certified Information System Auditor (CISA), and Project Management Professional (PMP) would be an advantage.
- Good command of English
- Good communication, presentation, and writing skills.
- Pre-sales experience would be preferred.
About Us:
Catalyst Talent Strategy Consulting is an executive search firm that is specialized in providing recruitment solution for our clients. We are registered with MOM in 2016.
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