We are seeking an experienced and dynamic Senior Service Delivery Manager to join our team. The ideal candidate will have 8-10 years of relevant experience in managing service delivery, field service management, and handling projects in the IT industry. The Senior Service Delivery Manager will play a crucial role in ensuring the successful delivery of services and projects, maintaining high customer satisfaction, and driving continuous improvement.
Key Responsibilities:
1. Service Delivery Management
- Oversee the end-to-end service delivery process, ensuring all services meet the required standards and SLAs.
- Monitor service performance and implement improvements to enhance efficiency and effectiveness.
- Act as the primary point of contact for customers, addressing their needs and resolving issues promptly.
2. Field Service Management:
- Manage field service operations, ensuring timely and effective resolution of on-site issues.
- Coordinate with field service teams to ensure optimal resource allocation and utilization.
- Develop and maintain field service policies and procedures.
3. Project Management:
- Lead and manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and within budget.
- Develop project plans, define project scope, and allocate resources effectively.
- Monitor project progress, identify risks, and implement mitigation strategies.
4. Stakeholder Management:
- Build and maintain strong relationships with clients, understanding their business needs and objectives.
- Communicate project and service delivery updates to stakeholders regularly.
- Collaborate with internal teams to align service delivery and project outcomes with customer expectations.
5. Vendor Management
- Oversee the maintenance and support provided by third-party vendors to ensure service continuity.
- Manage relationships with vendors and third-party service providers.
- Negotiate contracts and ensure vendors meet performance standards and deliverables.
- Conduct regular performance reviews and manage vendor-related issues promptly.
6. Process Improvement:
- Continuously evaluate and improve service delivery processes to enhance customer satisfaction and operational efficiency.
- Implement best practices and innovative solutions to drive process optimization.
7. Requirements:
- Ensure compliance with industry standards and best practices, including ITIL.
- Maintain relevant certifications and promote continuous learning within the team.
8. Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 8-10 years of experience in service delivery, field service management, project management, and vendor management.
- ITIL certification is required.
- Experience with cloud technologies, including AWS and Azure.
- Cloud certification (AWS/Azure) is required.
- Experience with ITSM tools such as ServiceNow and Jira.
- PMP certification is a plus.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple projects and deliver high-quality results under tight deadlines.
- Proficiency in English and Mandarin as to effectively communicate with mandarin speaking clients and stakeholders.
- Only Singaporeans/SPR due to security clearance requirements
