Identifying customer needs and overseeing service delivery within the business context. Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Managing finances and budgets. The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews & follow ITSM
- Providing accurate and regular reports to the management on performance of the service delivery
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
- Building and managing a team of maintenance service engineers and technicians technical competency to match the expectation of the customers
- Planning and managing the maintenance service engineers and technicians that will attend to fault calls within the SLA and manage outsource preventive maintenance of our various sites
- Managing maintenance spares and lead time of spare parts are also critical to meet the service recovery time and cost
- Building good relationship with our customers are paramount importance and you need to be clear of our contractual obligations, contracts validity and contracts renewal with all of our customers
- Meeting and exceeding Financial KPI for the service team
Requirements
- Degree in Electrical/Electronics engineering or computer engineering
- At least 5 years working experience in Communication systems or Integrated security systems (eg: CCTV, ACS, PA, SCADA, PLC, Radio commn, "Communication systems")
- Have Strong Leadership qualities to lead the team
- Have good interpersonal skills to deal with customers
- Highly Self-motivated and responsible individuals
- Have good electronics/electrical/security system knowledge
- Have good vendor and supplier management
