Job Description:-
- Tracking and report service metrics to internal and external stakeholders
- Ensure that services delivered meet service levels agreed.
- Manage and refine the service delivery processes for clients.
- Continuous Service Improvement to achieve service excellence.
- Point of contact for customers as well as internal stakeholders for all operation issues related to service delivery.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident review.
- Translate customer requirements into working instructions for the delivery teams.
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Incident/Problem/Change management.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Build and maintain customer relationships.
- Identify sales opportunities within installed bases and work with business managers to translate them to upsells.
Job Requirements:-
- Degree in Computer Science or computer-related field
- Minimum 5 years of service delivery management experience
- Technical and Security Knowledge (e.g., TCP/IP) is a must.
- Minimum 3 years’ experience in managing technical professionals e.g., server engineers and network engineers.
- Ability to create reports, make recommendation and present findings to customers.
- Certification in Certified Information System Auditor (CISA), Project Management Professional (PMP) would be an advantage.
- Good command of English
- Good communication, presentation and writing skills.
- Pre-sales experience would be preferred.
