JOB PROFILE

Position: Service Delivery Manager
Work Location: Petaling Jaya
Employment Type: Contractual

Roles and Responsibilities

• Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
• Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability.
• Assessing customer feedback and using their expertise to establish, improve, and refine services.
• Responsible for financial management and reporting and optimizing processes.
• Managing finances and budgets.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.

Requirements

• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma or Professional Degree in IT (Computer/Telecommunication), Computer Science, Business Administrations, or any relevant field.
• At least 3 years of working experience in the related field is required for this position.
• Possess operational skills (problem management, change management, incident management, etc.) required to manage an IT outsourcing operations team.
• Experienced working in a process-oriented environment.
• Considerable experience relating to relationship management and quality control skills.
• Experienced as an Incident/Crisis Manager in previous roles.
• Excellent computer skills and possess the ability to use business support software.
• Able to assess, design, develop and document technical and process improvements.
• Possess strong team work attitude and has the attention to detail.
• Proficient in English (both written and verbal).