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  • Job Industry:Information Technology
  • Position:Service Delivery Manager
  • Reference No:A - 37
  • Location:
  • Job Description:
    • Own the overall service and day-to-day customer care in the provision of those services
    • Manage the production service providers to improve service performance where the delivered service is not meeting SLA or customer’s required levels
    • Act as point of contact to interface with multiple stakeholders including our client, internal service teams, system vendors on regular basis
    • Maintain and monitor the service level requirement and standard performed by the service providers, handle client’s requirement and issues management
    • Perform high level problem management and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks
    • Conduct monthly report and service review, trend, and root cause analysis, identify and lead continuous improvement plan for the Client
  • Requirement:
    • Bachelor's Degree in information technology or relevant discipline
    • Good command of spoken and written English
    • Minimum 5 years relevant experience in service delivery, IT service desk operation and critical support environment. Strong operational process management expertise in ITIL and or other operation frameworks
    • Good interpersonal and communication skills with clients and colleagues (locally and overseas)
    • A proactive self-starter with the ability to work as a team, independently and under pressure
    • Customer-focused and strive for high quality service & continuous improvement
  • Remarks:
Data collection will be treated in strict confidentiality and used solely for recruitment purposes. All related information will be kept in our database for up to 24 months.

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A - 37
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