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Jobs in Singapore   »   Jobs in Singapore   »   Customer Service Job   »   Service Delivery Manager (Ref 25780)
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Service Delivery Manager (Ref 25780)

Jobline Resources Pte. Ltd.

Responsibilities

• 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 upsell.


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.

• Pre-sales experience would be preferred.


Licence no: 12C6060

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