SDM will be a customer contact position responsible for the delivery of all in-scope services ensuring performance goals are met, and manages various Account Operations Managers The SDM develops and nurtures an excellent customer relationship to achieve best-in-class customer satisfaction and TCE. The SDM is the Service communication focal point for the customer and all customer's delivery organisations. The SDM leads the delivery organisations to timely and cost-effective delivery of SLA requirements, identifying and recommending optimisation whilst managing delivery scope and resources. The SDM provides leadership in managing customer Account Support Team for designated customers in terms of management of the virtual team and understanding of the customer environment and its IT architecture.

Requirement

6 years plus solid infrastructure management experience of technical professionals
Proven department level financial management and budgeting experiences
Program management experiences
Knowledge of open platform and network systems
Task oriented, self-initiated and objective driven
Language Skills: Good English skills, verbal and reading/writing
Knowledge of ITIL and ISO
Experience of working in a matrix organization
Good team player & very good comms skills
Possess very good presentation skills
 

Job Specifications

Manages teams of IT infrastructure professionals for hosting services and integration projects
Builds and sustains effective communications with all stakeholders in the company towards the goal of maximum client satisfaction
Sets goals and objectives for teams/individuals in line with organization and company directions
Plans capacity for hardware, software and resources, and drives delivery excellence for managed services
Coordinates team resources, resolves conflicts, manages performance, and ensures propositions and plans successfully reflect contract parameters, our client's policy, and our client's capability.
Partners with client and other our client's organizations to keep client informed of contract activities and build innovative, compelling solutions to enhance client success, increase client utilization of our client's services, and expedite revenue growth.
Ensure SLA’s are achieved and client expectations are met (or exceeded)
To build services relationships with clients
Attend client service review meetings; areas covered will include performance reports, customer service improvements, quality and processes
Informs customers and service desk service on maintenance windows, coordinates scheduling, and resolves conflicts
Capable of working in an international environment with virtual teams
Serves as the point of contact for the various agencies to ensure the request management processes are effectively managed to their satisfaction the customers requirements
Manage activities to support the following financial management activities for managed capabilities, supporting the account leadership teams through productivity drives:
profit & loss analysis
forecasting/outlooking
budget/business planning
internal billing co-ordination