Job Description:
We are looking for an IT service professional with customer and service orientation and proven working experience. Service Delivery Managers duty is to facilitate the planning, timely execution, and delivery of all relevant projects, on budget and within scope, in accordance with business priorities. In this position, you will be the first point of contact for our customers and responsible for internal communication on a business and operational level.
Successful candidates must possess strong leadership qualities, analytical skills, thrive under pressure, great people skills, and management skills. If you are dedicated and ambitious, FPT is an excellent place to grow your career.
As the IT Service Delivery Manager, you will be responsible for:
- Leading multiple teams of onshore and offshore resources to deliver projects on time and within budget for the programs / projects for which they have responsibility.
- Work with Account Managers to develop account strategy and plan that best leverages resources and strategies to meet customer expectations
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence.
- Ensure that the right type and number of resources that are required to fulfil the planned projects are available and in place through cooperation with offshore managers, onsite and offshore recruitment teams.
- Responsible for programs financial management (P&L) and reporting and optimizing processes.
- Managing and leading complex stakeholders from both customers and internal FPT team towards the optimal solutions.
- Holding the teams to the highest standards, project discipline and accountability.
- Continuously improving the delivery model and strategy, implementing, and managing delivery with the associated teams.
- Identify, manage and resolve complex issues, preventing escalations, where possible. Identify appropriate resolution to achieve client satisfaction in a timely manner.
Job Requirements:
- Proven track record of delivering a collection projects and products for a portfolio size of $3M+
- 7+ years of project delivery and client engagement management in a technology environment
- Strong customer orientation and able to manage customer expectations
- Ability to develop strategic plans and translate them to actionable roadmaps
- Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively
- Excellent relationship building and interpersonal skills, including cross-cultural competence
- Strong leadership qualities and a passion for building high performing teams
- Certifications in Program / Project Management such as PMP, Scrum master, PMI-ACP
