We are looking for an experienced technical professional to join our Products & Services delivery team. The Service Delivery Manager will be responsible for leading the team in ensuring the efficient and effective delivery of products & services to meet customer expectations, drive continuous improvement, and maintain a high level of customer satisfaction.
The Service Delivery Manager is an all-rounded technical professional who has a deep understanding of the products and current technologies. He can work well with customers and is equipped with leadership to manage the team to meet delivery timelines and support scopes.
Responsibilities:
- Develop and maintain strong relationships with key clients, acting as the primary point of contact for all service delivery-related matters.
- Understand clients' requirements, generate an implementation plan & perform the implementation within the designated targets.
- Define and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives.
- Lead, mentor, and motivate a team of professionals, providing guidance and support to ensure high performance and adherence to SLAs.
- Monitor service performance against established metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
- Provide standby, operational support, and monitoring for post-implementation
- Collaborate with cross-functional teams to resolve escalated service issues and ensure timely resolution of client inquiries and concerns.
- Conduct regular service reviews with clients to assess satisfaction levels, gather feedback, and identify opportunities for service enhancement.
- Drive initiatives to automate and streamline service delivery processes, improving efficiency and scalability.
- Stay abreast of industry trends and best practices in IT service management, incorporating relevant innovations into service delivery practices.
Requirements:
- At least 3 years experience in a similar role, with a track record of success in IT products & services delivery management.
- Strong technical background with expertise in IT infrastructure, systems, and networking.
- Solid understanding of ITIL framework and best practices in service management.
- Excellent leadership and people management skills, with the ability to inspire and motivate team members to achieve common goals.
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Certification in ITIL, PMP, or other relevant qualifications preferred.
- Hand-on skillset in the following area:
(1) Software and Internet Protocol
(2) Networking and WiFi technology
(3) Linux, Database, Web Servers and Web application
