Role purpose
We are looking for an SDM to take responsibility for overseeing the successful delivery of services for a large regional APAC client. This role involves managing a team, coordinating resources, collaborating with various stakeholders to ensure seamless service delivery and to ensure all service level KPIs are met or exceeded.
Role tasks and responsibilities
1. Client Relationship Management:
- Build and nurture strong relationships with clients.
- Conduct regular meetings to understand client needs and expectations.
- Act as the primary point of contact for addressing client concerns and inquiries.
2. Service Delivery Oversight:
- Develop, implement, and optimize service delivery processes and procedures.
- Monitor service performance against established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Identify opportunities for process improvement and efficiency.
3. Team Management:
- Lead and manage a team of service delivery professionals.
- Provide coaching, mentoring, and performance feedback to team members.
- Collaborate with HR for recruitment, onboarding, and training of new team members.
4. Resource Allocation:
- Allocate resources effectively to meet service delivery objectives.
- Work with resource managers and other departments to ensure adequate staffing levels.
- Manage workload distribution among team members.
5. Quality Assurance:
- Implement and oversee quality control measures to ensure service excellence.
- Conduct regular reviews and audits of service delivery processes.
- Develop and maintain quality standards and guidelines.
6. Problem Resolution:
- Address and resolve issues or escalations in a timely manner.
- Collaborate with technical teams and other stakeholders to identify and implement solutions.
- Develop and implement preventive measures to minimize recurring issues.
7. Reporting and Analysis:
- Generate regular reports on service performance, trends, and key metrics.
- Analyze data to identify areas for improvement and provide insights.
- Prepare and present reports to senior management and clients.
8. Continuous Improvement:
- Proactively identify opportunities for process improvement and optimization.
- Implement best practices to enhance service delivery efficiency.
- Foster a culture of continuous improvement within the service delivery team.
9. Contract Management:
- Collaborate with the sales and legal teams to ensure service delivery aligns with contractual obligations.
- Participate in contract negotiations and provide input on service-related terms.
- Monitor contract renewals and changes.
Requirements
Required:
- A Bachelor's degree in a Business-related field
- At least 4 - 6 years of relevant work experience
- Experience in customer service, leadership or business development
- Advanced computer skills and the ability to learn technology quickly
- Resource planning and budget management experience
- Experience in a Client facing role
- Strong teamwork skills
- Attention to detail
Preferred:
- PMP certification
- Experience in corporate security
Control Risks is committed to a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
