Service Delivery Manager

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(Preferred for Singapore based candidates)

• Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification).
• Process management and co-ordination for PI’s and RCA’s for incidents affecting their respective customers, in conjunction with the our client's Problem Management Co-ordinator, ensuring the appropriate our client's Business’ implement actions to prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that our client's obligations are met, issues escalated and prioritised.
• Co-ordinating Change management activities as required.
• Working in conjunction with Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
• The SDM is the link from the management team to the client Business via the Account Management Team. The SDM will be responsible for the resolution of client business action items developed from any of the client feedback forums.
• Assist the Service Lead with resource demand forecasting to ensure our client's can plan and effectively deliver end-to-end services. Work with our client's Managers to interpret and plan projects and workload forecasts on an ongoing basis.
• The SDM is accountable for account service problems and prioritisation of work requests for their monitoring specific customers.
• Work in conjunction with the Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
• Work with our client's Business to integrate new, enhanced and existing service offerings for the account.
• Take a positive leadership role in both our client's and customer businesses by demonstrating our client's core values.
• The SDM may supply input to the customer Annual Technology Plan.
• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.

REQUIRMENTS

• Technical;
  • A full and broad understanding of the services consumed by the Account and of other services and technology potentially available through our client's. Good project co-ordination skills.
• Financial;
  • Strong business acumen, customer focus and good financial management skills.
• Behavioural;
  • Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.
  • Can diplomatically reach agreement on issues between delivery and consumer groups.
  • Is self motivating, and pro-active in heading off problems and in identifying new opportunities on the account for our client's. Strong communication skills and desire to work as part of a team. Ability to help build strong, motivated teams that are able to progress with the changing needs of each business.
• Competencies:
  • Customer focus, Interpersonal Savvy, Composure, Organisational Agility, Business Acumen, Political Savvy, Organising, Priority Setting, Mentoring – building strong, motivated teams.
• Experience:
  • 8 years of IS delivery to various business types. 5 years commercial and business related role.
  • Must have proven ability to work in large groups and for large accounts to lead large teams.
  • Cost budget responsibility in IS.
  • Proven success in achieving project milestones and broad technology awareness.

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open