Service Delivery Manager

A leading telecommunication company is actively looking for a candidate to join IT team.

Responsibilities
  • Drive client satisfaction to ensure the team is well prepared and acting as a cohesive unit, maintaining a positive company image in front of the client
  • Be able to influence behavior of others without direct authority to drive operational excellence and achieve customer satisfaction
  • Act as the highest point of accountability for incident and problem management and oversee service end-to-end delivery in a proactive manner versus a reactive one
  • Execute a client touch point strategy to mitigate surprises at the client meeting through ongoing communication and informal touch points
  • Manage to the Account Financial Plan (AFP) for fiscally responsible and delivering to the Service Level Agreement (SLA), thus avoiding penalties
  • Run a daily ops call to ensure that we are running our clients’ business to a structured cadence, rather than variance
  • Manage client expectations as a Service Delivery Manager (SDM) to be a safe pair of hands, a trusted advisor, exhibit ownership for end to end delivery and represent the company and consider the client’s viewpoint first and foremost
  • Ensure Account Manager and Service Delivery Manager are aligned on key functions and employees—need to manage up and laterally
  • Play a leadership role for the given account with the appropriate governance and cadence in place so as to have an understanding of the portfolio & how it is delivered as a minimum at a basic level
Requirements
  • Bachelor's degree in information technology, management, computer science or equivalent
  • A minimum of 5 years’ experience in management within a large scale technology environment
  • A good understanding of commercial context of industry and the vast range of IT operations and Solutions service offerings
  • Ability to fully understand and manage capability related work and to drive a diverse team of employees and suppliers to deliver to the rigorous requirements
  • Ability to successfully interact with varying levels of the company and client leadership
  • Ability to work closely with other Capability’s and the Delivery director
  • Positive attitude, fast-learning, energetic, able to perform in challenging environment
  • A good team player with analytical & problem-solving skills, self-motivation and good interpersonal skills
  • Good command of spoken and written English and Chinese
Employment Terms

Full time

Reference

WJ000115

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